Responsible for delivering high quality service on all calls answered in the clinical queue. Requires ability to multi-task in a high stress environment. 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 clinical resources and customer service skills to effectively and efficiently handle telephone calls
v Follows clinical procedures for reporting results, providing clinical information such as specimen requirements and test information, and documenting action performed.
v Ability to accurately complete the necessary paperwork for appropriate action by supporting cpl departments.
v Understands and operates computer resources proficiently
v 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 and fast turn around time on client or patient requests
v Follows established policies and procedures for clinical, documentation, and customer service.
v Identifies problems which may adversely affect the clinical process or customer service and takes appropriate action, including supervisor notification.
v Understands and follows all CPL policies.
v Understands and follows all HIPAA guidelines.
v Participates in departmental Customer Service Meetings.
v Follows Compliance procedures and participates in Compliance training.
Effectively utilizes departmental resources
v Demonstrates efficiency by handling calls promptly and determining priority based on the situation.
v Utilizes appropriate supplies with minimal waste.
v Utilizes slow times constructively.
Utilizes personal and professional skills to promote excellent customer service.
v Communicates with CPL staff and its customers to ensure quality.
v Maintains and supports a service oriented relationship with customers.
v Respects and protects the confidentiality of information relative to patients and clients.
v 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) at CPL or another laboratory.
Preferred – 1 year or more of Call Center experience and Medical or Billing experience.
Skills: Excellent customer service 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.