Client Services Representative I

3 weeks ago

Tarrytown, United States Bridge Dermpath Full time

Bridge Dermpath is a physician-owned practice that specializes in the field of dermatopathology. Our state-of-the-art laboratory is located in Tarrytown, NY. This position is full-time with a work schedule of Monday-Friday, 8:30 AM to 5:00 PM.

**Job Summary**:
Handle all inbound customer contacts received by telephone, electronically, in writing and in person. Troubleshoot inquiries. Follow-up with customers on issues that cannot be resolved immediately. Place outbound calls to clients in accordance with call log procedures and policies.

**Responsibilities**:

- Primarily responsible for verifying and entering accurate diagnostic data, may transcribe microscopic diagnosis and other clinical information into LIS
- Use of Dragon medical dictation software
- Make corrections/edits to diagnostic reports, as per Pathologist instructions
- Provide verbally, STAT and malignant results to clients, as applicable
- Obtain patient clinical history, as applicable
- May participate in training of new staff members
- Prepare outside consultations
- May select pathologist QC cases (PASR)
- May assign CPT codes
- Identify problems that may adversely affect test performance or reporting of test results and either correct problem or immediately notify general supervisor, technical supervisor or director
- Understand and follow all applicable standard operating procedures for job-related responsibilities, to include Pathologist Electronic Signature Guidelines SOP
- Report laboratory results to clients using established protocols
- Document reporting or call history in required format and maintain complete and accurate records
- Contact the client to resolve routine matters related to patient testing and result reporting
- Report client concerns using established protocols
- Provides education and guidance to clients about Bridge Dermpath’s lab processes
- Understands the importance of Quality Service and how it is measured
- Escalates issues as appropriate using established protocols
- Leads by example in demonstrating “gold standards” behaviors

Perform other duties as assigned

THE ABOVE STATEMENTS DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK PERFORMED BY PEOPLE ASSIGNED TO THIS JOB. THIS IS NOT AN EXHAUSTIVE LIST OF ALL THE DUTIES AND RESPONSIBILITIES THAT AN INCUMBENT MAY BE EXPECTED TO PERFORM.

**Job Requirements**:
Education Preferred: Minimum high school diploma or equivalent

Work Experience: Previous medical or customer service background preferred

Other:

- Demonstrated strong customer service and interpersonal communication skills. Able to speak the English language clearly and effectively communicate to caller and peer group
- Demonstrated strong writing and composition skills.
- Ability to work in a team environment
- Strong organizational skills
- Demonstrated strong Problem-Solving skills
- Demonstrated composure in stressful situations
- Demonstrated ability to follow company and department policies and procedures
- Demonstrated ability to operate basic office equipment and utilize proficient computer skills
- Demonstrated ability to handle multiple tasks and work in a fast-paced environment
- Demonstrated Integrity and a commitment to values

Principal Decisions:

- Accurate identification and clarification of client or patient request.
- Appropriate escalation of issues that are beyond skills or scope of CSR.
- Determination of appropriate response to client inquiries and complaints.
- Creation of complete and accurate documentation of all interactions.
- Suggestions for process improvements related to department operations or client concerns.

Must be fully vaccinated against COVID-19.

Pay: $21.00 per hour

**Benefits**:

- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Education**:

- High school or equivalent (required)

Work Location: In person

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