Customer Service Representative (Support Specialist) at Clinical Pathology Laboratories, Inc

Job Functions, Duties, Responsibilities and Position Qualifications:

Position Summary: Responsible for delivering high volume faxes in a timely manner along with triaging failed faxes by communicating with physician offices on a daily basis.  Requires ability to multi-task in a high stress environment.   Provides accurate and timely information to supporting CPL departments, clients, patients, and the customer service department. Adheres to departmental policies and procedures to include departmental programs such as timely and successful faxes on monthly monitors.

Responsible for providing support to the customer service team by working the interactive stat call fax system for faxes, critical, and alerts, add-ons, fax machine requests, printers, fax room duties, walking the rooms for paperwork to deliver and file, troubleshooting billing or clinical fax forms by communicating with the clients or customer service representatives, making deliveries, working with communicating with the benches in the laboratory when necessary about the paperwork, and providing motivational spirit with the fax room support team. Able to handle additional delegated work by the leadership team.

Principle Responsibilities:

Utilizes billing and clinical resources and customer service skills to effectively and efficiently triage situations which could impact patient care

Utilizes resources to triage patient concerns that require calling doctor’s offices, remotes, or Patient Service Centers.

Follows clinical procedures for reporting results by fax

Ability to accurately complete the necessary paperwork for appropriate action by supporting CPL departments.

Understands and operates computer resources proficiently.

Follows up with clients to help triage problems that have surfaced due to discrepancies between patient communication and paperwork received from the client.

Ability to positively meet the needs of CPL patients and clients through professional communication.

Ability to work with copy machine, fax machines, printers, and other equipment needing basic stocking, replacing of ink cartridges, and fixing paper jams.

Keeps up with replacing paper with all printers and supplies to the Customer Service Representatives.

Ability to quickly recognize STAT requests and delivery to the laboratory.

Ability to sort through large volume of paperwork from the copy machines, fax machines, and other mailboxes with accuracy.

Utilizes computer resources for working the interactive fax system customer service skills  to effectively and efficiently handle complex interactive fax system issues.

Follows procedures for faxing reports, troubleshoots ambiguous fax requests or returned faxes, and documents actions performed

Ability to accurately complete the necessary paperwork for appropriate action by customer service and/or problem resolution

Understands and operates computer resources proficiently

Ability to positively meet the needs of CPL patients and clients through professional communication

Utilizes job knowledge, judgment, and problem solving skills to ensure quality and fast turn around time on faxes ,add-ons, and customer requests.

Follows established policies and procedures for faxing, documentation, interface and manual add-ons, and customer service.

Identifies problems which may adversely affect the process or customer  service and takes appropriate action, including supervisor notification.

Understands and follows all CPL policies.

Understands and follows all HIPAA guidelines.

Participates in departmental Customer Service Meetings.

Follows Compliance procedures and participates in Compliance training.

Effectively utilizes departmental resources

Demonstrates efficiency by handling faxes and add-ons promptly and determining priority based on the situation.

Utilizes appropriate supplies with minimal waste.

Utilizes slow times constructively.

Works with all printers to match paperwork against printed paperwork from CSR’s.

Walks throughout the day to pull paperwork from CSR bins.  Delivers paperwork to and from laboratory and customer service. Ensures fast turnaround time for stats.

Utilizes personal and professional skills to promote excellent customer service.

Communicates with CPL staff and its customers to ensure quality.

Maintains and supports a service oriented relationship with internal and external customers.

Respects and protects the confidentiality of information relative to patients and clients.

Strives to preserve a positive work environment by helping the motivational committee

Scope: Promotes quality client/patient relations and creates a supportive climate by serving as a role model for other employees.  Respects and maintains the confidentiality of laboratory and financial information.  Practices and adheres to all company policies and regulations.

Education:

Minimum – High School diploma or equivalent (GED)

Preferred – Associates degree or Medical Assistant training

Experience:

Minimum – 1 year clerical experience or customer service experience.

Preferred – 2 years or more of Customer Service experience and Medical or Billing experience.

Skills: Excellent customer service and communication skills. Analytical and problem-solving skills.  Ability to cope with varied levels of workload and multiple tasks.  Ability to adapt to changing work environment.  Able to type at least 40 wpm and have at least an 88% accuracy rate.

Reporting Relationships: Reports to the Customer Service Supervisor, Assistant Supervisor or other designated person.

Physical Demands: Requires sitting or standing for long periods of time in a small cubicle or requires walking for long periods of time within the company.  Requires manipulation of tools, objects, and equipment using the following physical motions:  pushing, pulling, lifting, reaching above shoulder height, grasping with one hand or both, extensive typing, twisting and reaching.  Routinely requires coordination of two or more physical operations.  Requires ability to hear audible sounds via headset or telephone handset.

Environmental Demands: Works in a temperature controlled environment.  Works in a small, noisy environment.  May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation.  May be required to work with time constraints and crisis situations.

Scheduled Weekly Hours:

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Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.