Summary of Duties and Responsibilities:
Answer incoming calls in a timely manner, preventing calls going to voicemail.
Ability to answer questions (or know where to find the answer) regarding aspects of our products, testing process, high level billing cycle, etc.
Professional and courteous in all interactions
Knows when and how to escalate customer complaints or requests for Corrected Reports.
Works closely with Client Services, Patient Services, Sales, Billing, Medical Science Liaisons (MSL s) and Lab
Communicates with team as needed to ensure customer satisfaction (i.e., knows when to ask for help to efficiently and effectively address a question or concern)
Provides excellent service through continuous follow-up and follow through.
Responsible for sorting the shared CS inbox (Outlook) for incoming emails and faxes.
Assists Client Services Associates (CSA s) with various tasks throughout the day, when not on calls
- SRP order entry, portal setups, SFDC Updates, Resulted folders, Distribution of received faxes/emails, Assigning of Non-SRP orders, etc.
Handles day-to-day requests from the Client Services Manager and Supervisors.
Minimum Education/Experience Requirements:
Bachelor s degree preferred. High School diploma required.
Knowledge in Salesforce is a plus.
Required Training/Certification:
On the job training including, but not limited to, HIPAA.
Documentation to maintain compliance with state, CLIA, and CAP requirements.
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Aside from the job description, please provide an overview of what a day for this contractor will look like: The contractor will be:
1. Answering calls, providing information related to general information and also might be asked to provide status updates of existing orders (surface level information), re-fax documents, etc.
2. Distribute the faxes received electronically in the Client Services Inbox to client services Associates based on the territories they are servicing.
3. Assign orders created by the lab and the portal registration requests to the concerned client services associates based on the territories that they are servicing.
Please rank your preferred top 3 skill sets: (For Example: tools, previous experience, technologies):
1: Previous experience
2: Attention to details
3: Conversational skills
Must have skills: Good experience in Outlook, Acrobat Reader,
Teachable skills:
Optional skills:
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