Job Details
Customer Service Representative II
Tracking Code HNL 21-497 (Part-time, 20 hours per week, Night shift, 3 variable weekdays with weekend and holiday rotations, variable hours 11:00PM-8:00AM) Job Description **Part-time, 20 hours per week, Night shift, 3 variable weekdays with weekend and holiday rotations, variable hours 11:00PM-8:00AM**
**SUMMARY:**
The primary focus of the Customer Service Representative II is to engage in cheerful, clear, effective, and seamless communication with both internal and external customers, providers, and patients. This role focuses on achieving a one call resolution and ensures a personalized experience such that the customer wants to continue to use HNL Lab Medicine as their laboratory of choice.
**PURPOSE:**
The purpose of this document is to describe the general nature and level of work performed by personnel as classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.
**ESSENTIAL DUTIES AND RESPONSIBILITIES** include, but are not limited to, the following:
- Displays a caring, friendly, and supportive personality with a commitment to focusing on customer satisfaction.
- Maintains up-to-date knowledge of and adheres to the department Standard Operating Procedures (SOPs).
- Understands and abides by patient confidentiality regulations.
- Responds with a sense of urgency and professionalism to customer inquiries including, but not limited to; specimen requirements, test results, patient billing, statement inquires, dispatch requests, and testing schedules.
- Notifies customers of STAT, critical, and/or client requested results while actively displaying explementary communication skills.
- Contacts customers, providers, and patients in an effort to obtain up to date, accurate information to be used for record keeping across multiple platforms, including, but not limited to billing.
- Performs data processing, sorts/distributes mail, and files data to include verification of patient demographics and billing information in the financial system.
- Documents all communication within the Salesforce Customer Relationship Management (CRM) platform consistently and accurately.
- Possesses a strong understanding of software including, but not limited to, the Laboratory Information System (LIS), Salesforce, Xifin, and CoPath.
- Maintains departmental supplies and equipment.
- Assists other staff members in performing job duties as required. Accepts additional responsibilities during staffing shortages. Maintains work assignment flexibility and communicates ongoing/outstanding information with members of the oncoming shift. Flexibility in job location: i.e., if telecommuting, there is ability to work on site as needed.
- Participates in the Continuous System Improvement (CSI) and continuing education programs.
- Actively participates in department and group huddle discussion.
- Provides clear and professional etiquette in verbal and electronic communications with clients, customers and patients.
- Completes department tasks and responsibilities as they are assigned.
- Excels in the ability to multi-task in a fast-paced environment while handing customer inquiries via phone, email, and other electronic communication in a timely manner to effectively provide a high level of customer satisfaction.
- Works seamlessly with the Sales team to communicate leads and customer feedback.
Required Skills **QUALIFICATIONS:**
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience :
High school diploma or GED. Call center and/or Clinical experience preferred.
Language Ability :
Knowledge of medical terminology/human anatomy (willingness to complete medical terminology courses), information services/data processing desirable. Must be able to read, write, and speak the English language. Must have patience, tact, cheerful disposition and enthusiasm in order to relate to ill, disabled, elderly, emotionally upset and occasionally hostile people.
Communication Ability :
Must have patience, tact, cheerful disposition and enthusiasm in order to relate and work with ill, disabled, elderly, emotionally upset and occasionally hostile people within the facility.
Math Ability :
Ability to add, subtract, multiple, and divide. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Reasoning Ability :
Excellent communication, organization, interpersonal and problem-solving skills. Discretion and confidentiality with patient data. Ability to perform duties with accuracy and attention to detail. Ability to work under stress and in crisis situation.
Computer Skills :
Microsoft Office Products, processing, spreadsheets, e-mail, designated laboratory and customer service software.
Certificates and Licenses :
No certification/licenses needed.
Job Location Allentown, Pennsylvania, United States Position Type Part-Time ** Apply**
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