Client Services Representative

JOB SUMMARY:

The Client Services Representative II performs the daily activities of the Client Services Rep I which includes, but is not limited to, answering telephone calls, email, or fax inquiries to fulfill external and internal client needs and ensure client satisfaction. This person will also be instrumental in the training of new employees, and providing additional training and support to existing employees.

ESSENTIAL FUNCTIONS:

• Follow client services department policies and procedures.
• Call alert test reports for clinical lab testing to clients.
• Follow up with clients/physician offices on requisitions that have incomplete test orders, or incomplete or erroneous patient demographics or insurance/billing information.
• Develop and maintain good relationships with customers, physicians, and colleagues to ensure customer satisfaction.
• Handle difficult calls tactfully, courteously, and professionally.
• Research and resolve problems with specimens and/or reports.
• Contribute to a positive work climate and to the team effort of the department and company.
• Prepare new training documents and maintain existing training documents for new employees and current employees.
• Effectively train employees in Client Services policies and procedures.
• Assist the Client Service Lead/Client Services Manager in monitoring the workflow, productivity, and work quality of the department and personnel.
• Communicate pertinent department information/issues to the Client Services Manager
• Abide by all regulatory, company and departmental regulations, policies and procedures, including the company Safety and Corporate Compliance Programs.
• Must be familiar with and abide by the Corporate Compliance Program and all Corporate policies, including the Privacy and Security policies.

Qualifications

EDUCATION & LICENSURE:

• High school diploma or GED is required.
• Medical secretarial or computer training preferred.

REQUIREMENTS:

• Minimum 2 years of client services, medical laboratory, or similar experience required.
• Must have excellent phone and communication skills.
• Must be detailed oriented and have knowledge of a variety of software applications, to include Microsoft Word and Excel.
• Knowledge of medical terminology is required.
• Knowledge of insurance for clinical laboratory billing of lab tests is preferred.