Senior Client Service Representative

The Customer Excellence team serves as the voice of the customer to the organization, supporting laboratories, physicians and clinic staff, patients and their families. The Senior Client Service Representative role reports to the Sr Manager, Customer Excellence. This person will partner regularly with Lab Operations, Sales, Contact Center Quality Assurance, and Finance teams.

Senior Client Service Representatives are passionate about ensuring an exceptional customer experience and approach each customer inquiry with curiosity to provide timely solutions. They receive inbound inquiries (by phone and email) from customers and patients related to lab sample procurement, accessioning, and testing of clinical lab samples, and test reports. Taking responsibility for probing and investigation, and clear communication about ongoing status of customer issues will be a key to success in this position. The Senior Client Service Representative will be required to follow documented procedures, and be a champion for Quality and Compliance in our regulated environment.

RESPONSIBILITIES

• For our healthcare professional customers, handle, evaluate, document, and resolve issues and inquiries related to lab sample procurement, accessioning, and testing of clinical laboratory samples, test reports.
• In support of our patients, answering general questions about our clinical lab offerings.
• Make outbound calls to physicians and patients.
• Assist in the entry and quality control of patient and clinician data into Laboratory Information Management System (LIMS).
• Provide account management support to clients via email and telephone.
• Liaise with the Clinical Sales team to ensure excellent customer experience.
• Supply order fulfillment for clients.
• Escalate issues to appropriate internal resources.
• Recommend process improvements.
• Participate in company or department projects/initiatives, as needed.
• Perform other duties as assigned.

QUALIFICATIONS

• Associates degree required, Bachelor's degree preferred. Will consider equivalent work experience of 2+ years in customer service/order management in a regulated, healthcare or CLIA laboratory experience in lieu of Bachelor's degree.
• A minimum of 3+ years of experience in customer service/order management in a regulated, healthcare or CLIA laboratory experience preferred.
• Must be able to demonstrate a good attention to details and be goal-oriented, and quality conscientious.
• Customer centric focus with delivering exceptional service.
• Experience using Laboratory Information Systems (LIMS) and proficiency in Microsoft Office Suite desired.
• Customer Relationship Management (CRM) Software (e.g. NetSuite, Salesforce.com) desired.
• Knowledge of PHI and HIPAA guidelines preferred.
• Can work independently with minimal supervision.
• Strong interpersonal, written, and verbal communication skills.
• Experience working in a contact center a plus.
• Must be able to type at least 45 words per minute with excellent accuracy.