Customer Service Representative (Evening Shift/ Laboratory)

General Summary of Position
Provides accurate and courteous information to customers/clients. Troubleshoots and responds to customer/client inquiries, problems, or concerns.

Primary Duties and Responsibilities

• Responds to a variety of internal/external customer/client requests and inquires in a manner consistent with departmental, Hospital, JCAHO, and/or federal regulations. Maintains customer/client/patient confidentiality.
• Accesses department and Hospital computer/information systems to respond to inquires concerning test status and/or results or provide information and reports to customers/ clients.
• Interprets information to customer/client regarding information/status/results provided, seeking technical assistance as appropriate.
• Solves customer/client service problem(s) by researching the problem(s), determining the best possible solution, and if possible, implementing the solution. Decides when and from whom to obtain managerial or technical assistance in solving customer/client problem(s).
• Maintains appropriate documentation on calls, requests for information, quality assurance, customer/client complaint analysis, adjustments, and additional request(s)/add ons. Provides this information and analysis of it to supervisor.
• Performs data entry into a variety of departmental/Hospital computer systems.
• Dispatches appropriate personnel, including courier(s), in response to customer request(s).
• May perform other duties associated with the departmental operations.
• May assist with the orientation/training of new employees, as required.

Minimum Qualifications
Education

• High School Diploma or GED required
• May require up to l year of technical or other specialized training including computer usage and medical terminology.

Experience

• 1 to 3 years experience required in a customer service or related position, preferably in a medical environment required

Knowledge, Skills, and Abilities

• Requires the ability to read and write; and knowledge of grammar, and arithmetic including fractions and decimals.
• May require the use of standard office/medical equipment (i.e., typewriter, personal computer, data terminal, on-line printer, calculator, telephone, facsimile, copier, sterilizing equipment, blood pressure cuff, or tables); the preparation, comparison or checking of reports, records and related data; and basic use of formulas, charts, tables, drawings and knowledge of their application.

Why MedStar Health?
At MedStar Health, we understand that our ability to treat others well begins with how we treat each other. We work hard to foster an inclusive and positive environment where our associates feel valued, connected, and empowered. We live up to this promise through:

• Strong emphasis on teamwork—our associates feel connected to each other and our mission as an organization. In return, our effective team environment generates positive patient outcomes and high associate satisfaction ratings that exceed the national benchmark.
• Strategic focus on equity, inclusion, & diversity—we are committed to equity for all people and communities. We continue to build a diverse and inclusive workplace where people feel a sense of belonging and the ability to contribute to equitable care delivery and improved community health outcomes at all levels of the organization.
• Comprehensive total rewards package—including competitive pay, generous paid time off, great health and wellness benefits, retirement savings, education assistance, and so much more.
• More career opportunities closer to home—as the largest healthcare provider in the Baltimore-Washington, D.C. region, there are countless opportunities to grow your career and fulfill your aspirations.

About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation, and research. Our team of 32,000 includes physicians, nurses, residents, fellows, and many other clinical and non-clinical associates working in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest home health provider in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar Health is dedicated not only to teaching the next generation of doctors, but also to the continuing education, professional development, and personal fulfillment of our whole team. Together, we use the best of our minds and the best of our hearts to serve our patients, those who care for them, and our communities. It’s how we treat people.

MedStar Health is an Equal Opportunity (EO) Employer and assures equal opportunity for all applicants and employees. We hire people to work in different locations, and we comply with the federal, state and local laws governing each of those locations. MedStar Health makes all decisions regarding employment, including for example, hiring, transfer, promotion, compensation, benefit eligibility, discipline, and discharge without regard to any protected status, including race, color, creed, religion, national origin, citizenship status, sex, age, disability, veteran status, marital status, sexual orientation, gender identity or expression, political affiliations, or any other characteristic protected by federal, state or local EO laws. If you receive an offer of employment, it is MedStar Health's policy to hire its employees on an at-will basis, which means you or MedStar Health may terminate this relationship at any time, for any reason.