Client Services Representative

Company Description

With over 30 years of specialized expertise in infectious disease, immunology and allergy testing for immunocompromised and critical patients, Viracor Eurofins is committed to helping medical professionals, transplant teams and reference labs get results faster, when it matters most. Viracor is passionate about delivering value to our clients by providing timely, actionable information — never losing sight of the connection between the testing we perform and the patients you serve. 

Job Description

Basic Function and Scope of Responsibility: 

The Client Services Representative works in a fast paced environment managing incoming phone calls (approximately 50 calls per day), as well as outgoing calls and other activities using multiple communication channels. Provides best in class service to Viracor Eurofins clients.

Essential Job Duties:

Level I – Minimum

• Provide prompt, courteous assistance to all incoming phone calls and visitors and associates who may come to the front desk
• Handle additional client inquires by e-mail, fax or other channels of communication
• Research and resolve and/or properly escalate customer issues
• Ability to multi-task between incoming and outgoing calls in addition to other client-facing duties
• Basic understanding of testing performed and equipment used in the laboratory
• Respond to internal and external client inquires in a prompt and professional manner
• Work effectively with commercial team to provide superior client service
• Coordinate Courier and shipping logistics
• Identify and escalate priority issues
• Available to work additional hours or provide after hours on call service (via a rotation schedule) for client support as needed
• Represent department and the organization favorably and in
• accordance with established company standards and associate attributes at all times
• Provide front desk coverage
• Provide backup coverage for courier and kit room
• Other duties as assigned by management

Level II – Fully meets the qualifications of Level I plus the following:

• Respond to more complex client inquiries in a professional manner
• Effective understanding of testing performed and equipment used in the laboratory
• Demonstrate effective teamwork skills by knowledge sharing
• Takes on formally assigned additional duties as a part of their routine job performance (Assay Management, Pricing Committee)
• Participate on special project teams as requested by management (One Step Stronger)
• Advanced level of proficiency of all departmental resource programs that provide client and sales support

Level III – Fully meets the qualifications of Level I and II plus the following:

• Take an informal leadership role in the department
• Develop departmental processes and procedures for current staff and new hires
• Manage complex client issues and projects
• Participate in trouble shooting activities
• Superior understanding of testing performed and equipment used in the laboratory
• Orient, mentor and teach procedures and techniques to new associates

High level of proficiency of all departmental resource programs that provide client and sales support and generate performance metrics  

Qualifications

Essential Knowledge, Skills and Abilities:

Level I - Minimum

• Associates degree preferred
• 2 years of customer service experience required preferably in a call center
• Experience in the healthcare industry in a customer facing role such as a physician’s office or hospital desired
• Medical or Laboratory knowledge is preferred
• Customer service focused with a professional attitude and excellent listening skills
• Demonstrated ability to solve problems, prioritize and multi-task in a fast paced environment
• Attention to detail with the ability to read and interpret documents such as internal SOPs and procedure manuals
• Goal oriented, with excellent time management and organizational skills
• Excellent interpersonal skills, with ability to interact effectively and work efficiently with people at all levels in an organization
• Excellent verbal and written communication skills
• Ability to keep sensitive information confidential/Familiar with HIPAA
• Intermediate level of proficiency with PC based software programs – Excel, Word, Powerpoint

Level II – Fully meets the qualifications of Level I plus the following:

• Associates degree preferred
• 2-4 years of customer service experience required preferably in a call center with a minimum of 1 year laboratory/healthcare work environment