Responsible for ensuring hold times are prioritized to help meet hold time goals and providing information and feedback to department employees and other CPL departments from data received in the Customer Service department. Responsible for insuring the paperwork produced in Customer Service is accurate and timely Responsible for taking escalated calls, supervising employees, and inbound calls. Responsible for delivering high quality service on all calls answered in the clinical, regional and Sonic laboratory queue. Superior ability to multi-task in a high stress environment. Provides accurate and timely information to supporting CPL departments, clients, and patients.
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.
Minimum – Associates degree in the Healthcare field or more than 2 years in the medical field.
Preferred – Bachelor degree in laboratory science or Medical Technology program.
Minimum – 1 year of Call Center experience and/or experience in other department(s) at CPL or another laboratory
Preferred – 2 years or more of Call Center experience and or Medical or Billing experience
Skills: Excellent customer service and communication skills. Outstanding professional, analytical and problem-solving skills. Ability to cope with varied levels of workload and multiple tasks. Ability to adapt to changing work environment. Works well independently. 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.