Job Title: Customer Service Support Representative

Job Description

Join a dynamic team as a Customer Service Support Representative, where you will interact with both internal and external customers and clients. This role is centered around account management, rather than a call center environment, providing you with the opportunity to engage deeply with client care.

Responsibilities

• Provide first level coverage for client telephone inquiries, handling routine and intermediate inquiries with minimal assistance.
• Support less experienced CSSRs with routine and intermediate issues.
• Address email, written, and verbal inquiries as required.
• Assist callers with routine AFTIS laboratory software issues, conducting software installations and training.
• Exhibit advanced troubleshooting skills for all issues except the most complex ones.
• Understand third party insurance and system interfaces at a basic level.
• Aid the Account Management Team with new and existing client ‘Back Office’ account setup, showing full comprehension of LIS functionality.
• Help callers with shipment issues, demonstrating thorough understanding of shipping vendor software and procedures.
• Provide troubleshooting assistance for printers and CDD collection supplies and processes.
• Ensure all client issues are addressed, escalating complex issues to the appropriate Account Administrator or Customer Service Manager.
• Set up new accounts, including review, initial supply orders, and scheduling installation and training on CDD AFTIS Software.
• Respond to calls and emails from clients regarding requests for invoices, account updates, test results, and various CDD processes.
• Handle patient billing inquiries and process payments through ACI.
• Resolve basic issues with specimens on Problem Resolution Box specimens and Unknown Sample Report.
• Process Laboratory Amendment forms and conduct customer site checks and surveys.
• Train and mentor new CSSRs, facilitating communication between clients and lab staff.
• Contact clients on critical values, significant findings, and STAT reports.
• Coordinate with couriers to schedule pick-ups, update schedules, and resolve issues.
• Exhibit excellent customer service skills and work both independently and as part of a team.
• Support software and web-based applications, performing other duties as assigned.
• Email clients notifications of approved and denied Billing Lab Amendment Forms.
• Work on third party edit lists for issues and trends.
• Contact clients for billing and training issues, including past due invoices.

Essential Skills

• Proficiency in customer service and training development.
• Experience with clinical data and account management.
• Advanced comfort level navigating Windows-based programs.
• Excellent communication skills.
• Ability to deliver training to a diverse audience, including clinicians, RNs, and MAs.
• High school diploma required.
• Troubleshooting or software training experience is advantageous.

Additional Skills & Qualifications

• Knowledge of healthcare is a plus, especially in the pharma/lab sectors.

Work Environment

The Client Care staff works Monday to Friday and rotates Saturdays from 9am to 5pm. This role requires collaboration within a team-oriented environment, providing opportunities to engage in meaningful interactions and develop lasting relationships with clients.