*Description*
PURPOSE AND SCOPE:
Communicates information and acts as a resource for clients by telephone and fax. Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports).
PRINCIPAL DUTIES AND RESPONSIBILITIES:
* Must speak Spanish
* 1-2 years call center experience or high volume phone experience
* Accountable for outstanding customer service to all external and internal customers.
* Develops and maintains effective relationships through effective and timely communication.
* Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.
* Contacts clients of abnormal test results, problems with specimens and requisitions, verify information.
* Assists clients with questions regarding status of tests, test requirements, specimen handling, etc.
* Assists clients with requests for changes to their requisitions, critical values, and patient information.
* Documents all calls into appropriate systems.
* Communicates with Sales and Clinical Support Reps about clients.
* Communicates with all departments to resolve client questions and problems in a timely manner.
* Acts as a resource person for complex questions regarding reports, technical issues, dialysis procedures, etc.
* Helps orient and instruct new staff.
* Provides input for improvement of department policy and procedures.
* May provide assistance to junior staff with more general support tasks that require a better understanding of functions, as directed by immediate supervisor.
* May refer to senior staff for assistance with higher level problems that may arise.
* Escalates issues to supervisor for resolution, as deemed necessary.
* Assists with various projects as assigned by direct supervisor.
* Other duties as assigned.
*Top Skills Details*
Customer service
Collection
Patient account
Medical collections
Medicare
Medicaid
*Additional Skills & Qualifications*
EXPERIENCE AND REQUIRED SKILLS:
* Prior call center experience and/or multi-line phone system.
* Good computer skills with demonstrated proficiency in word processing, spreadsheet and email applications.
* Detail oriented with strong analytical and organizational skills.
* Adaptable to fast-paced environment with the ability to multitask concurrent priorities in an organized manner.
* Great interpersonal skills with the ability to work cohesively within a team environment.
* Strong customer service skills with a positive, enthusiastic and energetic attitude.
* Great oral and written communication skills to effectively communicate with all levels of management.
*Experience Level*
Entry Level
*Job Type & Location*This is a Contract to Hire position based out of Lake Bluff, IL.
*Pay and Benefits*The pay range for this position is $18.00 - $18.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
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