Customer Service Specialist

Schweiger Dermatology Group is one of the leading dermatology practices in the country with over 570 healthcare providers and over 170 offices in New York, New Jersey, Pennsylvania, Connecticut, Florida, Illinois, Missouri, Minnesota, and California. Schweiger Dermatology Group provides medical, cosmetic, and surgical dermatology services with over 1.5 million patient visits annually.Our mission is to create theUltimate Patient Experienceand a great working environment for our providers, support staff and all team members.Schweiger Dermatology Group has been included in theInc. 5000 Fastest Growing Private Companies in Americalist for seven consecutive years. Schweiger Dermatology Group has also receivedGreat Place to Workcertification. To learn more, click here.Schweiger Dermatology Group's Ultimate Employee ExperienceMultiple office locations, find an opportunity near your homePositive work environment with the tools to need to do your job and growFull time employees (30+ hours per week) are eligible for:Medical (TeleHeath included), HSA/FSA, Dental, Vision on 1st of the month after hire date401K after 30 days of employmentYour birthday is an additional personal holidayCompany Sponsored Short Term DisabilityPre-tax savings available for public transit commutersPart-time employees (less than 30 hours) are eligible for:Dental and Vision on 1st of the month after date of hire401K after 30 days of employmentEmployee discounts on Schweiger Dermatology Group skin care products & cosmetic servicesJob Summary:Full Time Customer Service Specialist at our NY - Pathology office. The Customer Service Specialist (CSS) will adhere to and support our culture of compliance and safety by following all Standard Operating Procedures (SOPs) with attention to detail, accuracy, and professionalism at all times.Schedule:Full Time, 30+ hours. Availability Monday through Friday with rotating Saturdays within operating hours of 7:00am - 7:30pm. Open Flexibility to help cover in a team environment is needed.Customer Service Specialist:The CSS is responsible for all customer inquiries related to but not limited to:Missing or late pathology reportsRequests for changes to orders / lab requisitions / reportsRequests for slide or blocks for consultation and second opinionInquiries may come to the CSS in the form of phone calls, voicemail, emails, and support tickets. The CSS is responsible for investigating all inquiries from SDG offices, regardless of the lab (internal or reference lab) that processed the specimen.The CSS is responsible for meeting Service Level Agreements (SLAs) in our support ticketing system. Current SLAs are:90% of tickets meet SLA for first response and resolution (laboratory manager will set and SLAs based on current needs)Less than 10% of resolved tickets are reopenedResponsibilitiesUsing the Electronic Medical Record (EMR), the CSS is responsible for monitoring all cases that have not been reported per laboratory standards:Currently any case that is > 5 business day since date of service without a report requires investigation and resolutionThe CSS will determine 'perform at facility', inquire about delay and monitor for resolutionThe CSS will upload reports to patient's chart as necessaryThe CSS will work closely with the Integration and Human Resource teams to understand new business and:set up new providers and offices in the Laboratory Information System (LIS)closely monitor all activities for new providers / offices to ensure specimen couriers are picking up cases and LIS interfaces are returning reports as expectedcalculate TAT on a weekly basis for all newly integrated offices and send a weekly report to specific individualsThe CSS is responsible for resolving and logging all discrepancies per the SOP manual. By resolving discrepancies, the CSS is in a position to spot trends (e.g. repeat mistakes from same staff member, same office). The CSS will share any spotted trends with the laboratory manager and when appropriate, may suggest workflow improvements to the Laboratory Manager to avoid repeat issues. The Lab Manager will review and determine next steps.QualificationsHigh School Diploma/GED minimum required; Associate Degree preferredMust be computer savvy and familiar with Microsoft Word, Excel, and Outlook with strong communication, interpersonal, and organizational skills with six months experience in a similar role.Employee may be expected to travel up to 25% or less of their time from their home office.While performing the duties of this job, employee is regularly required to talk; hear; stand; walk; use hands to finger; handle or feel; and reach with hands and arms. This position also requires long duration of sitting and working on a computer. May require lifting up to 25 pounds.This job operates in a professional lab environment and may potentially be exposed to chemical, hazardous and biological samples. This role routinely uses standard office equipment such as computers, telephones, photocopiers, filing cabinets, and fax machines.Hourly Pay Rate: $18 - $22Schweiger Dermatology Group, is an equal opportunity employer and does not discriminate in its hiring process with applicants, whether internal or external, because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender identity, disability, genetic information, veteran status, military status, application for military service or any other class per local, state or federal law.Schweiger Dermatology Group does not require vaccination for COVID-19 in order to be considered for employment; however, some state guidelines may require that we keep record of your vaccination status on file.