Client Service Representative

at  CBL Path Inc

QUALITY IS IN OUR DNA - IS IT IN YOURS?

You are a superhero when it comes to patient specimens. You’ve got problem-solving instincts, a passion for patient care, and the drive to keep things running smoothly. You’re also looking for great benefits, the support of an all-star team, and an opportunity to grow your career.
Join our front line of #HealthcareHeroes! Our mission is to advance the health and wellbeing of our communities as a leader in clinical laboratory solutions.

WE ALSO WANT YOU TO KNOW:

This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.
Salary range: $18.00 - $21.00/hour pay is commensurate with experience; geographic differentials to the pay range may apply.
Sonic Healthcare USA, reserves the right to pay more or less than the posted range. Any difference between actual compensation and the posted range will be based on factors other than race, color, religion, sex (including pregnancy) or national origin.

IN THIS ROLE, YOU WILL:

The Customer Service Representative position is an entry-level position to provide consistent service to our clients. The CSR provides service by responding to telephone inquiries from callers as they relate to health services. The CSR resolves product and service problems and offers support to our internal laboratory operations team and field staff (Sales Team) for the Sonic Healthcare ThyroSeq Laboratory.

• Respond to all inbound calls, faxes and e-mails into the Customer Service Call Center and resolve any issues resulting from these interactions, transferring calls to various department as needed for resolution.
• Process medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
• Document and resolve all escalated client inquiries/problems in an efficient manner.
• Collect and enter patient intake information into the appropriate medical service software system to initiate the transaction utilizing concise, thorough and accurate documentation. These requests include, but are not limited to supply orders, pick-ups, second opinion requests, amended reports and report requests.
• Anticipate, identify and proactively respond to the needs of our clients prior to receiving a complaint.
• Ensure continuous communication with sales representatives to meet client needs.
• In cases tests reported within service level standards, proactively contact clients to notify and resolve issue.
• Proactively contact clients when there will be an issue with a pickup or supply request.
• Develop ability to research each problem prior to calling client for resolution.
• Become familiar with the breakdown of specialties, product lines, specimen types, collection methods, test requests and medical terminology.
• During resolution of problems, CSR is responsible for educating our internal/external clients on future submission and changes in collections..