Job Summary

The Customer Service Representative is responsible for client success by answering inquiries received by phone or email, setting-up new accounts in databases, providing webinar trainings, resolving specimens on hold, and educating clients on test requirements, collection, and shipping procedures. They are also in charge of inputting a high volume of data for accurate and timely laboratory reporting nationally and accountable for quality assurance checks of reporting information and editing data as needed.

Shift: Monday - Friday from 9:00 AM to 5:30 PM

Summary of Essential Job Functions

Answering the telephone, screening, transferring incoming calls appropriately.
Answering and handling incoming calls regarding all client concerns in a timely manner.
Reporting client concerns using the current established protocol.
Providing information and educating clients on test requirements, collection, and shipping procedures.
Contacting collection sites to resolve routine matters related to patient testing and result reporting.
Reporting patient results using the current established protocol.
Setting up new accounts in the databases using the current established protocol.
Retrieving data from the database or electronic files as requested.
Entering data into corresponding fields within various software programs.
Identifying and correcting data entry errors using appropriate quality control methods.
Monitoring electronic interface channels for Covid-19 reporting.
Corresponding with external agencies regarding Covid-19 reporting.
General office duties which include filing, photocopying, scanning, and faxing, as necessary.
Assisting and covering accessioning and billing when necessary or required.
Undertaking any other duties and responsibilities as required by the Client Operations & Sales Manager.

Required Education and Experience

High school diploma or equivalent required.
Must have a minimum of two years administrative or receptionist experience.
Experience in laboratory medicine, mental health or related field and knowledge of medical terminology is a plus.
Must be IT literate and have knowledge of software programs including Microsoft Word, Excel, and PowerPoint.

Skills and Competencies

Must possess the ability to communicate with people at all levels of the organization, patients, and external agencies.
Must be open, agreeable, and professional when gathering and referring information to the appropriate member of the team.
Must have the ability to multitask, work within tight deadlines and prioritize conflicting demands whilst working effectively.
Must have the ability to listen actively when spoken to and effectively communicate their thoughts to others.
Must have the ability to work alone but also in a team, with fellow staff, in the business setting.
Must possess good time management skills.
Must actively seek to accomplish tasks and be able to use a variety of methods and ideas to solve problems whilst, when needed, seeking advice and/or guidance from fellow employees.

HealthQuest Esoterics

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Customer Service Representative