POSITION SUMMARY:
Provide customer service and laboratory related communication regarding specimen submission and reporting of results to healthcare providers and external customers, as well as, support all internal operations.
PRINCIPAL JOB RESPONSIBILITIES:
Duties may include but are not necessarily limited to the following:
- Handles all incoming patient and client inquiries via phone, email, and electronic fax regarding scheduling issues.
- Acts as the main contact for patients with questions about access to their results, including troubleshooting Patient Portal access issues.
- Researches and resolves complex customer issues, including those escalated by other teams, following established protocols.
- Completes all necessary documentation for received requests, ensuring records are accurate and thorough.
- Reports priority and critical matters to clients and internal parties as required, adhering to reporting procedures.
- Follows policies related to follow-up and shift changes, and keeps relevant parties informed as needed.
- Resolves all issues and concerns promptly.
- Provides clients with accurate information, education, and guidance about business processes.
- Escalates issues to supervisors when necessary to keep them updated on client concerns or deviations from procedures.
- Recommends process improvements to enhance quality and efficiency.
- Complies with company policies and regulations.
- Performs other assigned duties to meet business or customer needs.
- Utilizes Customer Service Excellence tools and techniques.
- Assists with projects as assigned by the supervisor.
- This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position
EXPERIENCE AND REQUIRED SKILLS:
- 1-2 years of relevant experience
- Excellent verbal and written communication skills. Speak and write English clearly and effectively, good listener
- Prioritize and manage time efficiently.
- Good listening skills
- Proficiency in basic computer skills (Word, Excel, Outlook)
- Ability to multi-task in a fast paced environment
- Ability to handle stressful situations
- Problem solving skills, flexibility and ability to adjust to change
- Ability to work in both an individual and team environment
PREFERRED SKILLS:
- Bilingual (Spanish)
QUALIFICATIONS:
- HS degree or equivalent
BioReference is an Equal Opportunity Employer