Internal Client Service Rep
Integrated Regional Laboratories - Fort Lauderdale, FL

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The Internal Client Service Representative assures accurate and timely telephone service to all IRL South Florida clients. Maintains and monitors all aspects of telephone service to clients and provides feedback in order to insure that the established level of quality and service is maintained.

1. Ability to interact with co-workers in a team environment, promoting a harmonious and cooperative working environment.

2. Demonstrates excellent customer service practices in all interactions

3. Effectively communicate with all personnel to exchange accurate and timely technical information .

4. Ability to work well with staff both within and outside the department

5. Excellent verbal communication skills

6. Ability to maintain a professional demeanor and composure when handling difficult clients/stressful situations.

7. Promote positive department morale through effective teamwork

8. Protects sensitive and confidential information by actively participating in the Privacy & Security Awareness program

9. Adheres to company policies and standards regarding security

10. Completes assigned courses and training on an annual basis

11. Available to work during disasters

Position Responsibilities:

1. Is proficient with information system computer functions relative to job duties.

2. Responds promptly and professionally to the needs of the client

3. Answers phones and provides requested information in a courteous and timely manner

4. Effectively researches, troubleshoots and follows through to addresses client inquiries within required timeframe.

5. Evaluates client concerns, complaints and trends and recommends changes to accommodate client needs.

6. Maintains accurate and complete client service center documentation.

7. Conducts outgoing calls to clients to support the operations, billing and sales & marketing departments, as requested.

8. Assists other departments in providing timely and accurate communication and retention of client information.

9. Establishes a working relationship with hospital and other key accounts to maintain strong rapport and service levels.

10. Effectively handles difficult client inquiries in a courteous and professional manner.

11. Follows safety policies and procedures

12. Protects sensitive and confidential information by actively participating in the Security Awareness program

13. Adheres to company policies and standards regarding security

14. Completes assigned Healthstream courses on an annual basis

15. Completes assigned daily worksheets timely and completely

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