Customer Care Representative I
2 weeks ago
Summary
- Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a routine complexity, while utilizing multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.
Duties and Responsibilities
- Supports assigned client group(s) performing routine complexity health related customer excellence activities.
- Typically makes routine outbound, health related customer calls following set scripts, procedures.
- Maintains complete customer/patient confidentiality for all health, personal and other customer information.
- Provides professional, respectful, customer excellence. Demonstrates caring and empathy when delivering sensitive health information.
- Effectively respond to all customer inquiries received by various digital methods including telephone, fax, email chat regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties needed to provide superior service.
- Supports all client group(s) based on business needs.
Job Qualifications
- (Work Experience, Physical & Mental Requirements, Knowledge, Skills)
Required Work Experience:
- 1-year related customer service excellence experience.
Preferred Work Experience:
- Health care and laboratory related experience.
- Experience delivering customer service excellence and achieving productivity/accuracy/quality standards .
Physical and Mental Requirements:
- Consistent exceptional customer service, accuracy and quality focus required.
Knowledge:
- N/A
Skills:
- Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, andAI.
- Continuous Improvement: Embrace and thrive in an environment of continuous improvement, innovation, and leveraging digital
- Handle incoming client inquiries, evaluation of protocol and take appropriate course of action.
- Adhere to all SOP protocols as defined and applicable.
- Troubleshoot records/documentation problems, requisition alterations and inactive accounts.
- Interface with clients as necessary in a professional and courteous manner; while resolving issues in a timely manner.
- Preparing, sending and retrieving collector certification statements.
- Maintain confidentiality of reports, correspondence, etc.
- Leverage cross-functional relationship to provide feedback to other testing departments on process improvements, efficiencies and policy adherence.
- Actively participate in department meetings by providing constructive feedback.
- Retrieving, faxing, organizing and storing documentation, as needed.
- Work with department supervisor to achieve production objectives.
- Assist in specimen process
- Able to lift up to 50lbs
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