Answers and resolves telephone inquiries/requests initiated by customers or prospective customers in a prompt, accurate and courteous manner.
Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests and complaints competently and courteously.
Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately.
Complete all required documentation associated with the handling of calls and maintain complete and accurate records.
Report laboratory results to clients and patients using established protocols.
Follow through in a timely manner to resolve all issues and concerns.
Provide education and guidance to clients about lab processes.
Escalate issues as appropriate to keep supervisor informed of client concerns, problems or deviations from established procedures.
Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.
Required Work Experience:
One (1) year of customer service and/or related health care experience is required.
Preferred Work Experience:
Previous related health care experience preferred.
Physical and Mental Requirements:
Sitting for long periods of time.
Repeating motions that may include the wrists, hands, and/or fingers. (Typing)
Proper telephone etiquette to handle customer inquiries
Basic knowledge of operating office equipment
Understand the importance of Quality Service and how it is measured
Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers
Proficiency in basic computer skills (Word, Excel, Outlook)
Ability to multi-task and work in a fast-paced environment
Strong organizational skills
Ability to analyze and solve problems.
Good listening skills
Ability to maintain professional and tactful manner in stressful situations
Ability to deal with client information in a confidential manner
EDUCATION High School Diploma or Equivalent(Required)