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Senior Client Care Advisor
2 months ago
Position Title: Senior Customer Care Representative
Job Overview:
This role is a full-time position requiring 40 hours per week during the day shift, with a commitment to five working days, including holidays and on-call duties as necessary.
Role Summary:
The Senior Customer Care Representative is dedicated to nurturing and enhancing relationships with clients and patients by delivering timely and precise service, thereby fostering customer loyalty and satisfaction.
Key Responsibilities:
- Exhibit a compassionate, friendly demeanor focused on customer satisfaction while adhering to patient confidentiality standards.
- Provide mentorship to customer service representatives and assist in training new team members, ensuring they execute their tasks to meet customer expectations.
- Stay informed about and provide constructive feedback on departmental standard operating procedures (SOPs).
- Respond promptly and professionally to customer inquiries regarding specimen requirements, test results, billing questions, and scheduling.
- Communicate critical results to customers effectively, showcasing exemplary communication skills.
- Gather and verify accurate information from customers, providers, and patients for record-keeping purposes.
- Manage data processing tasks, including mail sorting and filing, while verifying patient demographics and billing details.
- Document all interactions within the Salesforce Customer Relationship Management (CRM) system accurately.
- Perform laboratory information system functions, including callbacks and report generation.
- Possess a strong understanding of various software applications, including Laboratory Information Systems (LIS), Salesforce, and Microsoft Office.
- Support colleagues in their duties and adapt to additional responsibilities during staffing shortages.
- Engage in clear communication with patients and clients through chat software.
- Act as a liaison for electronic communication channels with clients and support teams.
- Participate in Continuous System Improvement (CSI) initiatives.
- Maintain product knowledge and participate in ongoing training and education.
- Provide guidance to Customer Service leadership to achieve departmental goals and participate in call monitoring.
- Oversee task lists for Customer Service Representatives and delegate responsibilities as needed.
Qualifications:
To excel in this position, candidates should possess the following:
- A high school diploma or GED.
- At least one year of experience in a customer care environment or two years in a call center.
- Familiarity with medical terminology and a willingness to undertake relevant training.
- Strong verbal and written communication skills, with the ability to interact effectively with diverse populations.
- Proficiency in Microsoft Office and customer service software.
This position requires a blend of strong interpersonal skills, attention to detail, and the ability to work under pressure while maintaining confidentiality and professionalism.
