Position Summary: 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.
Utilizes clinical resources and customer service skills to effectively and efficiently handle telephone calls
Utilizes job knowledge, judgment, and problem solving skills to ensure quality and fast turn around time on client or patient requests
Effectively utilizes departmental resources
Utilizes personal and professional skills to promote excellent customer service.
BS Degree in Medical Technology or Chemical, Biological, or Physical Science with 1 additional year of Medical Technology training.
Minimum – 1 year of laboratory training or experience or both in a laboratory performing high complexity testing.
Preferred – 1 year or more of Call Center and laboratory 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.
Reporting Relationships: Reports to the Customer Service Supervisor, Assistant Supervisor, or other designated person.
Physical Demands: Requires sitting for long periods of time in a small cubicle. Requires manipulation of tools, objects, and equipment using the following physical motions: pushing, pulling, lifting, reaching above shoulder height, grasping with one hand or both, extensive typing, twisting and reaching. Routinely requires coordination of two or more physical operations. Requires ability to hear audible sounds via headset or telephone handset.
Environmental Demands: Works in a temperature controlled environment. Works in a small, noisy environment. May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation. May be required to work with time constraints and crisis situations.