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The primary focus of the Customer Care Representative is to provide clear, effective, and seamless communication regarding laboratory inquiries to our valued clients. This role focuses on achieving a one call resolution and ensures a personalized experience such that the customer wants to continue to use HNL Lab Medicine as their laboratory of choice.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

• Possesses a sense of urgency while providing clear, friendly, caring, and professional communication in all verbal and electronic contact with clients showing a commitment to customer satisfaction.
• Excels in the ability to multitask in a fast-paced environment, including but not limited to, managing two desktops while handling customer inquiries via phone, email, fax, and other electronic communication in a timely manner to effectively provide an elevated level of customer satisfaction.
• Makes outgoing calls to notify clients, including but not limited to; STAT, critical, and/or client requested results within their expected turnaround time.
• Takes incoming calls to respond to inquiries including but not limited to; specimen requirements, test results, patient billing, statement inquiries, dispatch requests, IT Help and testing schedules.
• Maintains up-to-date knowledge and adheres to the department Standard Operating Procedures (SOPs). Understands and abides by patient confidentiality regulations.
• Performs data processing, sorts/distributes mail, prints reports, handles requisitions, and files data to include verification of patient demographics and billing information in the financial system.
• Receives and makes an average of 10-12 calls (minimum) per hour.
• Documents all communication accurately within designated platform with Customer Service.
• Possesses a strong understanding of the Laboratory Information System (LIS) functions including, but not limited to, Call Back, CoPath, and all systems within Customer Service.
• Cross trains in all functions within Customer Service in performing job duties as required. Accepts additional responsibilities as needed. Maintains work assignment flexibility and communicates ongoing/outstanding information with colleagues of the oncoming shift. Provides flexibility in schedule to accommodate department workflow.
• Actively participates in department and group huddle discussions. Participates in the Continuous System Improvement (CSI) and continuing education programs.
• Assists with training and cross training of co-workers and/or new employees.
• Completes any/all tasks delegated by management.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

High school diploma or GED. Call center and/or clinical experience preferred.

Language Ability:

Knowledge of medical terminology/human anatomy (willingness to complete medical terminology courses), information services/data processing desirable. Must be able to read, write, and speak the English language. Must have patience, tact, cheerful disposition, and enthusiasm in order to relate to ill, disabled, elderly, emotionally upset and occasionally hostile people.

Communication Ability:

Must demonstrate and foster positive attitude with patience, tact, cheerful disposition and enthusiasm in order to relate and work with ill, disabled, elderly, and upset clients.

Math Ability:

Ability to add, subtract, multiple, and divide. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability:

Excellent communication, organization, interpersonal and problem-solving skills. Discretion and confidentiality with patient data. Ability to perform duties with accuracy and attention to detail. Ability to work under stress.

Computer Skills:

Microsoft Office products, processing, spreadsheets, e-mail, designated laboratory, and customer service software.

Certificates and Licenses:

No certification/licenses needed

HNL Lab Medicine is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

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