Responsible for delivering high quality service on all calls answered in the phone queue. Requires ability to multi-task in a high stress environment. Also, requires strong data entry skills. Accuracy in this process is critical as it is the fundamental process upon which all laboratory operations are based (testing, reporting, billing, etc….) Provides accurate and timely information to supporting CPL departments, clients, and patients. Adheres to departmental policies and procedures to include departmental programs such as call quality monitors and incentive call volume.
Promotes quality client/patient relations and creates a supportive climate by serving as a role model for other employees. Respects and maintains the confidentiality of laboratory and financial information. Practices and adheres to all company policies and regulations.
Utilizes computer resources and customer service skills to effectively and efficiently handle telephone calls
Accurately enters all required information presented on CPL or client specific requisitions into the laboratory information system.
Understands and recognizes laboratory information system alerts and flags and takes the appropriate actions.
Recognizes when information presented on requisitions is unclear and ambiguous and knows and follows corrective actions to be taken.
Participates in departmental quality assurance practices.
Ability to positively meet the needs of CPL patients and clients through professional communication
Utilizes job knowledge, judgment, and problem solving skills to ensure quality
Follows established policies and procedures for billing, documentation, and customer service.
Identifies problems which may adversely affect the billing process or customer service and takes appropriate action, including supervisor notification.
Understands and follows all CPL policies.
Understands and follows all HIPAA guidelines.
Participates in departmental Customer Service Meetings.
Follows Compliance procedures and participates in Compliance training.
Effectively utilizes departmental resources
Demonstrates efficiency by handling calls promptly and determining priority based on the situation.
Demonstrates efficiency by performing procedures rapidly and with accuracy. Manages time appropriately. Strives to meet departmental goals for daily completion time.
Utilizes appropriate supplies with minimal waste.
Utilizes slow times constructively.
Utilizes personal and professional skills to promote excellent customer service.
Communicates with CPL staff and its customers to ensure quality.
Enthusiastically performs miscellaneous duties with completion in a designated time frame.
Maintains and supports a service oriented relationship with customers.
Respects and protects the confidentiality of information relative to patients and clients.
Strives to preserve a positive work environment.
Minimum – High School diploma or equivalent (GED)
Preferred – Associates degree or Medical Assistant training
Minimum – 1 year of Call Center experience and/or experience in other department(s) as CPL or another laboratory.
Preferred – 1 year or more of Call Center experience and Medical or Billing experience.
Skills: Excellent customer service, data entry, and communication skills. Analytical and problem-solving skills. Ability to cope with varied levels of workload and multiple tasks. Ability to adapt to changing work environment. Able to type at least 35 wpm.