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Client Services Support Specialist
2 months ago
Contract Duration: 2+ months (Potential for extension based on client needs)
Work Schedule: Monday to Friday, 8:30 AM to 5:00 PM EST
Role Overview:
We are seeking a dedicated individual with a background in customer service and familiarity with medical terminology. Experience in the healthcare sector is advantageous.
Key Responsibilities:
- Respond to and resolve customer inquiries and requests via telephone in a timely, accurate, and courteous manner.
- Utilize appropriate telephone etiquette and available resources to address incoming customer inquiries, requests, and complaints effectively.
- Investigate inquiries and follow up with customers on unresolved issues.
- Complete all necessary documentation related to call handling and maintain accurate records.
- Communicate laboratory results to clients and patients in accordance with established protocols.
- Ensure timely follow-up to resolve all customer issues and concerns.
- Provide clients with education and guidance regarding laboratory processes.
- Escalate issues as necessary to keep supervisors informed of client concerns or deviations from standard procedures.
- Perform additional duties as required to meet business needs or customer requirements.
- This description is not exhaustive but provides a general overview of the responsibilities associated with this position.
- Minimum of one (1) year of experience in customer service or related healthcare roles.
- Proficient knowledge of medical terminology is essential.
- Strong organizational and time management skills are required.
- Prior experience in the healthcare field is preferred.
- Ability to sit for extended periods.
- Repetitive motions may include wrist, hand, and finger movements (typing).
- Understanding of proper telephone etiquette for handling customer inquiries.
- Basic proficiency in operating office equipment.
- Awareness of the significance of Quality Service and its measurement.
- Excellent verbal and written communication skills necessary for effective interaction with customers and colleagues.
- Proficient in basic computer applications (Word, Excel, Outlook).
- Ability to multitask and thrive in a fast-paced environment.
- Strong analytical and problem-solving abilities.
- Good listening skills and the capacity to maintain professionalism in stressful situations.
- Ability to handle client information confidentially.
- High School Diploma or equivalent is required.
