Client Service Representative Laboratory

Client Service Representative (CSR) provides system setup, client training, and ongoing support to clients and representatives of the laboratory. Position requires ability to establish rapport, maintain records / contact schedule, ongoing communication (written and oral) with clients as well as ensure systems, processes, and data base elements are properly maintained.

Job Duties/Expectations:

• Sets up client accounts in LIS / Portal following established protocols.
• Provides initial training to new clients and provides ongoing support as needed with report issues, portal password resets, ongoing training, etc.
• Coordinates quality assurance and flow of items received in the laboratory, from logging in received work to accessioning to preparation for submission to billing.
• Works on Problem Lists provided by the laboratory or billing teams to resolve client issues as well as eliminate ongoing problems.
• Provides phone support for routine as well as complex client issues.
• Creates and provides regular reports such as cancellation notices, activity reports and other important communications to clients.
• Monitors interfaces and ensures any operational issues are resolved promptly.
• Identifies and escalates priority issues through proper channels.
• Adheres to confidential (HIPAA) requirements communicates difficult and sensitive information tactfully.
• Performs other client service-related activities as assigned

Qualifications:

• Associates degree in a health-related field preferred.
• 1-3 years of previous customer service experience in a Clinical Laboratory environment or healthcare industry preferred.
• Knowledge of medical terminology preferred.
• Excellent communication (written and oral) and customer service skills.
• Proficiency in Microsoft Office and Lab Information System (LIS) with ability to learn new software.
• Reliable and able to handle multiple tasks; work in a fast-paced environment; always display a professional and positive attitude.
• Attentive to detail with the ability to read and follow standard operating procedures and department processes, maintain records and organized schedule.