Patient Care Associate II

1 week ago


Allentown, Pennsylvania, United States Healthnetworklabs Full time

Position Title: Customer Service Representative II

Job Overview:

This role is designed for a part-time position, requiring 20 hours per week during the night shift. The schedule includes three variable weekdays along with weekend and holiday rotations, with working hours from 11:00 PM to 8:00 AM.

Role Summary:

The Customer Service Representative II is dedicated to fostering cheerful, clear, and effective communication with both internal and external stakeholders, including customers, providers, and patients. The focus is on achieving a one-call resolution and ensuring a personalized experience that encourages continued engagement with Healthnetworklabs.

Key Responsibilities:

  1. Exhibit a caring and supportive demeanor with a strong commitment to customer satisfaction.
  2. Maintain current knowledge of and adhere to departmental Standard Operating Procedures (SOPs).
  3. Comply with patient confidentiality regulations at all times.
  4. Respond promptly and professionally to customer inquiries regarding specimen requirements, test results, billing questions, dispatch requests, and testing schedules.
  5. Communicate critical results to customers while demonstrating exemplary communication skills.
  6. Engage with customers, providers, and patients to gather accurate information for record-keeping across various platforms.
  7. Perform data processing tasks, sort and distribute mail, and file information, ensuring verification of patient demographics and billing data.
  8. Document all interactions accurately within the Salesforce Customer Relationship Management (CRM) system.
  9. Possess a solid understanding of relevant software, including Laboratory Information Systems (LIS), Salesforce, Xifin, and CoPath.
  10. Manage departmental supplies and equipment effectively.
  11. Assist colleagues with their responsibilities as needed and accept additional duties during staffing shortages.
  12. Participate in Continuous System Improvement (CSI) initiatives and ongoing education programs.
  13. Engage actively in departmental discussions and huddles.
  14. Provide professional and clear communication in all verbal and electronic interactions with clients, customers, and patients.
  15. Complete assigned departmental tasks and responsibilities efficiently.
  16. Demonstrate the ability to multitask in a fast-paced environment while addressing customer inquiries through various communication channels.
  17. Collaborate effectively with the Sales team to relay leads and customer feedback.

Qualifications:

To succeed in this role, candidates must meet the following qualifications:

  • High school diploma or GED is required; experience in a call center or clinical setting is preferred.
  • Familiarity with medical terminology and human anatomy is advantageous, along with a willingness to undertake relevant courses.
  • Proficient in reading, writing, and speaking English; must possess patience, tact, and a cheerful disposition to interact with diverse populations.
  • Strong communication, organizational, interpersonal, and problem-solving skills are essential.
  • Ability to perform basic mathematical operations and handle monetary transactions.
  • Proficient in Microsoft Office Suite and other designated laboratory and customer service software.

Work Environment:

This position allows for flexibility in job location, including the possibility of telecommuting while being available to work on-site as needed.



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