Job description

CLIENT SERVICES REPRESENTATIVE JOB DESCRIPTION

Client Service Representative serves customers by answering inquiries received by telephone, electronically, in writing, and in person. The Client Service Representative troubleshoot inquiries and follows-up with customer on issues that cannot be resolved immediately.

Duties and Responsibilities:

· Responsible for driven Sherman-Abrams Laboratory culture through values and customer service standards.

· Accountable for outstanding customer service to all external and internal customers.

· Develops and maintains effective relationships through effective and timely communication.

· Takes initiative and action to respond, resolve and follow up regarding customer service issues with all clients in a timely manner.

· Reports laboratory STAT results and Critical results to the physicians’ offices using established protocols.

· Documents reporting or call history in the patients file and maintain appropriate records.

· Contacts the client for cancelled test results and notifies clients of problem specimens in a timely manner.

· Contacts the client to resolve routine matters related to patient testing and result reporting.

· Distribute patient results to clients via fax, remote printer or electronic medical records (EMRs) upon request.

· Printing lab reports (hard copy) to be delivered to the medical doctors’ office.

· Enter verbal consents in computer system as necessary.

· Able to handle multiple tasks and work in a fast-paced environment displaying a professional attitude.

· Report client concerns using established protocols.

· Responding to inbound and outbound calls in a timely manner.

· Must have strong verbal & written communication skills.

· Ability to handle stressful situations and demonstrates a potential for strong problem-solving skills.

· Follow-up with clients on issues that cannot be resolved immediately.

· Client Services representatives are specifically trained to assist clients with questions regarding results retrieval, add-on tests, specimen requirements, specimen submission, and other laboratory policies and procedures. For tests deemed esoteric in nature, Client Services representatives consult with our Technical Manager to provide information regarding referred testing and specimen requirements.

· Sherman Abram’s representatives are trained to answer common questions and to refer technical questions to the appropriate personnel: Supervisors, Laboratories Pathologists, Technical specialists, or Quality Assurance.

· Demonstrates awareness of and compliance with OSHA and HIPAA regulations.

· Other duties as assigned by supervisor.

Education Requirements:

· High School diploma or equivalent, required.

Qualification Requirements:

· 0 – 1 years of client service experience, preferred.

· Medical or Laboratory knowledge, preferred.

· Knowledgeable of internet and PC based software programs such as (Excel, Word, Outlook)

Job Type: Full-time

Pay: From $17.00 per hour

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Application Question(s):

• Are you willing to commute to the Brooklyn Navy Yard daily?

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: In person

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