Customer Support Representative I

Compensation: $24.00 per hour. You are eligible for a Short-Term Incentive Plan with the target at 3% of your annual earnings; terms and conditions apply.

Customer Support Representative I (Remote)

The goal of the Customer Support Representative I is to provide a high quality, efficient, and empathetic customer experience by providing front-line assistance to health care providers and their patients. 

The Customer Support Representative I will have a basic understanding of Ambry’s products, services, and software solutions, allowing them to effectively respond to questions and requests, facilitate updates related to new and existing orders, and follow-up on missing information. The Customer Support Representative I is still growing within the role and requires some supervision.

DUTIES AND RESPONSIBILITIES:

• Provide support on Ambry’s products and software in a timely and professional manner.
• Document client interactions within Ambry systems completely and thoroughly.
• Answer frequently asked questions regarding Ambry products and processes, utilizing resources as needed.
• Communicate intermediate knowledge of Ambry products and systems to internal teams.
• Exhibit appropriate inter-departmental communication and coordination.
• Engages in two or more of the following::
• Handle inbound phone calls from a minimum of one queue.
• Respond to written requests via multiple channels.
• Identify and process medical records, billing and insurance information, change authorizations, and other documents with a high level of accuracy.
• Submit orders for single and bulk sample kits.
• Coordinate mobile phlebotomy for patients.
• Provide first-level technical support on Ambry software applications.
• Contact clients and patients regarding missing or unclear information.
• Displays preliminary billing and insurance knowledge.

EDUCATION AND KNOWLEDGE:

• Possesses a high school diploma or higher (Bachelor’s degree preferred, but not required)
• Previous experience in health care or clinical laboratory preferred
• A copy of school transcripts or diploma is required for the employee file

TECHNICAL COMPETENCIES:

• General- Excellent telephone and communication skills. Capable of excelling within a team environment.  Capable of accomplishing workload and additional projects with minimal   Ability to communicate effectively, show attention to detail, and prioritize work. Flexible regarding job assignments and shift schedule.
• Software Skills - Working knowledge of Microsoft Office, Google Chrome, and internet usage required. Salesforce or other case management software preferred.
• Language Skills- Ability to read and interpret documents and Ambry requisitions, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively one-on-one, in group settings, with clients and with employees of the organization. Fluency in multiple languages preferred. Bilingual (Spanish/English) highly preferred, but not required
• Mathematical Skills- Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
• Reasoning Ability- Ability understand and carry out instructions furnished in written, oral, or diagram form.
• Certificates, Licenses, Registrations- none required.

EXPERIENCE:

• Minimum of 2-3 years of experience in a customer-facing role or data entry is required.