Clinical Pathology

Customer Service - Clinical Lead

Job Location US-TX-Austin
Posted Date 4 weeks ago(2/21/2018 9:20 AM)
Regular Full-Time
First shift


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.


  1. Takes Calls, manages the queues and answers questions first and foremost for the Customer Service Team.
  • Manages the phone software to change customer service representative priorities
  • Calls out the call queue to the department
  1. Triages and handles Supervisor or escalated calls.
  1. Utilizes job knowledge, judgment, and problem solving skills to ensure quality
    • Follows and enforces established department and CPL policies and procedures
    • Identifies problems which may adversely affect clinical or customer service and takes appropriate action, including supervisor notification.
    • Understands and follows all HIPAA guidelines.
    • Participates in departmental Customer Service Meetings.
    • Follows and participates in Compliance procedures and training               
  1.      Utilizes personal and professional skills to promote excellent customer service.
  • Communicates with CPL staff and its customers to ensure quality.
  • Maintains and supports a service oriented relationship with customers.
  • Respects and protects the confidentiality of information relative to patients and clients.
  • Strives to preserve a positive work environment.
  1.    Effectively utilizes departmental resources                                                        
  • Demonstrates efficiency by handling calls promptly and determining priority based on the situation.
  • Utilizes appropriate supplies with minimal waste.
  • Utilizes slow times constructively.
  • Works with pathologists effectively
  • Works with other leadership in the department to help customer service representatives                                                                                                              



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.


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