Senior Customer Service Representative

2 weeks ago

Allentown, Pennsylvania, United States Health Network Laboratories Limited Partnership Full time

Job Summary:

The Senior Customer Service Representative is a key member of the Health Network Laboratories Limited Partnership team, responsible for delivering exceptional customer service to patients, clients, and providers. This role requires a strong focus on building and maintaining relationships, providing accurate and timely information, and ensuring a positive experience for all stakeholders.

Key Responsibilities:

  • Provide prompt and accurate service to customers, responding to inquiries and resolving issues in a professional and courteous manner.
  • Maintain and grow business relationships with clients and patients, promoting customer loyalty and satisfaction.
  • Mentor and train customer service representatives, ensuring they have the skills and knowledge needed to provide excellent service.
  • Collaborate with cross-functional teams to resolve complex customer issues and improve overall service delivery.
  • Stay up-to-date on department standard operating procedures (SOPs) and provide constructive feedback to improve processes and procedures.
  • Communicate effectively with customers, providers, and patients, using clear and concise language to ensure understanding and satisfaction.
  • Perform data processing, sorting, and distribution of mail and files, verifying patient demographics and billing information in the financial system.
  • Document all communication within the Salesforce Customer Relationship Management (CRM) platform, ensuring accuracy and consistency.
  • Assist with laboratory information system functions, including call backs, financial system, and CoPath, printing reports and handling requisitions.
  • Participate in department and group huddle discussions, sharing knowledge and best practices to improve service delivery.
  • Work extensively with clear and concise communications in the chat feature software, interacting with patients, clients, and other customers.
  • Participate in the Continuous System Improvement (CSI) process, identifying areas for improvement and implementing changes to enhance service delivery.
  • Provide accurate direction and support to Customer Service leadership, facilitating the successful completion of HNL's targets and performance goals.

Requirements:

  • High School diploma or GED.
  • One year of experience in the Customer Care Department or two years of call center experience.
  • Knowledge of medical terminology and human anatomy (willingness to complete medical terminology courses).
  • Excellent verbal and written communication skills, with the ability to work independently and as part of a team.
  • Strong organizational and human relation skills, with leadership and teaching abilities.
  • Ability to work under stress, with excellent reasoning ability and good independent judgment.
  • Excellent English comprehension and verbal skills, with patience, tact, cheerful disposition, and enthusiasm.

Preferred Qualifications:

  • Microsoft Office Products, processing, spreadsheets, e-mail, designated laboratory and customer service software.
  • Ability to perform duties with accuracy and attention to detail, with a strong focus on customer satisfaction.

Language: English (en-US)

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