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Form of workJoin the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.
A Laboratory Client Services Representative will:
Support patient care by acting as a liaison between the laboratory and caregivers providing direct patient care in multiple service environments.
Deliver excellent Customer Service to internal and external caregivers.
Maintain a professional image through phone, email and other forms of communication.
Our ideal future caregiver is someone who:
Has Customer Service experience.
Can easily multitask.
Can work in a stressful and rapidly changing environment.
Has excellent interpersonal and communication skills.
Has basic computer skills in Microsoft Office with the ability to learn software.
This is an excellent opportunity for someone who is looking to work fully remote. Join our team and together, provide exceptional patient care.
At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.
Responsibilities:
- Navigates complex computer and phone systems, while following all RT-PLMI and departmental standard operating procedures.
- Builds and maintains customer relationships by providing exceptional service with a positive, professional and empathetic demeanor in all forms of communication.
- Supports inbound call metrics by answering calls from the phone system within defined targets.
- Researches and reports patient test results as requested by authorized caregivers.
- Responds to requests for test information, additional testing, specimen requirements, supplies and fees associated with internal and referred laboratory testing.
- Creates and modifies patient orders and demographics by following ordering procedures and utilizing multiple ordering systems.
- Support and escalate specimen pick-up requests.
- Educates customers on, and troubleshoots issues regarding available resources and application utility.
- Responds to emergent situations in order to assist patients, caregivers, RT-PLMI and the Cleveland Clinic.
- Demonstrates information management skills via case escalation, ownership, prioritization, handling, documentation, reporting and follow-through.
- Maintains proficiency in performing all tasks in current job classification and tasks performed by Laboratory Customer Service Representative I (LCSR I).
- Recognizes complex situations that require escalation to Laboratory Customer Service Representative III (LCSR III), the Laboratory Customer Service Coordinator or additional levels of leadership.
- Exhibits a commitment to accuracy, thoroughness, timeliness.
- Accepts other duties and special projects as assigned by the Laboratory Customer Service Supervisor or designee.
Education:
- Associate's degree required.
- High School diploma/GED and college level courses with an additional two years of lab experience or Customer Service experience may substitute the Associate's degree requirement.
Certifications:
- None required.
Complexity of Work:
- Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.
- Must be able to work in a stressful and rapidly changing environment and take appropriate action.
- Excellent interpersonal and communication skills.
- Ability to type 35 wpm.
- Basic computer skills in Microsoft Office with the ability to learn new software.
- Maintain professional appearance and demeanor.
- Individual must be flexible to work various shifts: 1st, 2nd, 3rd, weekends, holidays, and\or off hours based upon business needs.
Work Experience:
- One year of Customer Service or call center experience required.
- Experience in Laboratory or laboratory support preferred.
Physical Requirements:
- Ability to work in confined spaces.
- Ability to perform work in a stationary position for extended periods
- Ability to operate a computer and other office equipment
- Ability to communicate and exchange accurate information
- Ability to differentiate color, hue, saturation and tones.
Personal Protective Equipment:
- Follows standard precautions using personal protective equipment as required.
