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Customer Support Specialist II

2 months ago

Allentown, Pennsylvania, United States Healthnetworklabs Full time

Position Title: Customer Service Representative II

Job Overview:

This part-time role involves working 20 hours per week during the night shift, with a flexible schedule that includes three variable weekdays along with weekend and holiday rotations. The working hours are typically from 11:00 PM to 8:00 AM.

Role Summary:

The Customer Service Representative II is dedicated to fostering positive and effective communication with both internal and external stakeholders, including customers, providers, and patients. The primary goal is to ensure a seamless experience that encourages continued engagement with Healthnetworklabs.

Key Responsibilities:

  1. Exhibit a friendly and supportive demeanor, prioritizing customer satisfaction.
  2. Stay informed about and comply with departmental Standard Operating Procedures (SOPs).
  3. Adhere to patient confidentiality regulations diligently.
  4. Respond promptly and professionally to customer inquiries regarding specimen requirements, test results, billing inquiries, 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 purposes.
  7. Perform data processing tasks, manage mail distribution, and maintain accurate patient demographics and billing information.
  8. Document all interactions within the Salesforce Customer Relationship Management (CRM) system accurately.
  9. Utilize various software systems, including Laboratory Information System (LIS), Salesforce, Xifin, and CoPath.
  10. Manage departmental supplies and equipment effectively.
  11. Assist colleagues with their responsibilities as needed and adapt to staffing shortages.
  12. Participate in Continuous System Improvement (CSI) initiatives and ongoing education programs.
  13. Engage actively in departmental discussions and huddles.
  14. Maintain professionalism in all forms of communication 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 with the Sales team to relay customer feedback and leads.

Qualifications:

To excel in this role, candidates should possess the following:

  • A high school diploma or GED; experience in a call center or clinical setting is preferred.
  • Familiarity with medical terminology and a willingness to complete relevant courses.
  • Strong communication skills, with the ability to engage with diverse populations, including those who may be ill or emotionally distressed.
  • Basic mathematical skills for handling financial transactions and measurements.
  • Excellent organizational and problem-solving abilities, with a focus on accuracy and attention to detail.
  • Proficiency in Microsoft Office and other relevant software applications.

Work Environment:

This position is designed for individuals who thrive in a dynamic and challenging environment, demonstrating flexibility and a commitment to customer service excellence.