Full-time, 40 hours per week, evening shift, 6:00PM - 2:30AM, Tuesday-Saturday
The primary focus of the Senior Customer Service Representative is to maintain and grow business relationships with clients and patients by providing prompt and accurate service to promote customer loyalty and satisfaction.
The purpose of this document is to describe the general nature and level of work performed by personnel as classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Displays a caring, friendly, and supportive personality with a commitment to focusing on customer satisfaction. Understands and abides by patient confidentiality regulations.
Mentors customer service representatives and assists with the training and orientation of new staff members. Guides representatives in the execution of assigned tasks and ensures that their services are of maximum satisfaction to customers. Adheres to and recommends best practice solutions throughout multiple processes and platforms.
Maintains up-to-date knowledge of, adheres to, and provides constructive feedback on the department standard operating procedures (SOPs).
Responds with a sense of urgency and professionalism to customer inquiries for information pertaining to, but not limited to, specimen requirements, test results, patient billing, statement inquires, dispatch requests and testing schedules.
Notifies customers of STAT, critical, and/or client requested results while actively displaying explementary communication skills.
Contacts customers, providers and patients to obtain up to date, accurate information to be used for record keeping across multiple platforms, including, but not limited to billing.
Performs data processing, sorts/distributes mail and files data to include verification of patient demographics and billing information in the financial system.
Documents all communication within the Salesforce Customer Relationship Management (CRM) platform consistently and accurately.
Performs laboratory information system functions including call back, Cirrus calls, financial system and CoPath. Prints reports and handles requisitions.
Possesses a strong understanding of software including, but not limited to, the Laboratory Information System (LIS), Salesforce, Xifin, Microsoft Office and CoPath.
Assists other staff members in performing job duties as assigned. Accepts additional responsibilities during staffing shortages. Maintains work assignment flexibility and communicates ongoing/outstanding issues with members of the oncoming shift and leadership. Actively participates in department and group huddle discussions. Assists in on-call coverage as needed.
Works extensively with clear and concise communications in the chat feature software in direct one on one interaction with patients, clients and other customers.
Participates as a liaison in the electronic channels of all associated software applications regarding direct written and verbal communication with clients, customers, patients and HNL support teams.
Participates in the Continuous System Improvement (CSI).
Maintains product expertise, attending training or project events as needed. Participates in continuing education programs.
Provides accurate direction and support to Customer Service leadership to facilitate the successful completion of HNL's targets and performance goals. Participates in call monitoring as needed and provides feedback.
Maintains Customer Service Representative and Senior Customer Service Representative task lists. Delegates task responsibilities as needed to ensure task coverage.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High School diploma or GED. One year of experience in the Customer Care Department or two years of call center experience.
Knowledge of medical terminology/human anatomy (willingness to complete medical terminology courses), information services/data processing desirable. Must be able to read, write, and speak the English language. Must have patience, tact, cheerful disposition and enthusiasm in order to relate to ill, disabled, elderly, emotionally upset and occasionally hostile people. Works independently, good organizational and human relation skills, has leadership and teaching abilities. Uses professional and occasionally scripted verbal and electronic communication.
Demonstrates initiative and good judgment, excellent verbal and written communication skills, absolute integrity and professional discretion with patient information and results, ability to work under stress, reasoning ability and good independent judgment. Excellent English comprehension and verbal skills. Must have patience, tact, cheerful disposition and enthusiasm in order to relate and work with ill, disabled, elderly, emotionally upset and occasionally hostile people within the facility
Ability to add, subtract, multiple, and divide. Ability to perform these operations using units of American money and weight measurement, volume, and distance.
Excellent communication, organization, interpersonal and problem-solving skills. Discretion and confidentiality with patient data. Ability to perform duties with accuracy and attention to detail. Ability to work under stress and in crisis situation.
Microsoft Office Products, processing, spreadsheets, e-mail, designated laboratory and customer service software.
Certificates and Licenses:
No certification/licenses needed.