Job Title: Customer Service Representative

Location: Onsite in San Diego, CA 92121

Shift : 6:30 AM - 3:00 PM, Monday to Friday. Some flexibility may be required.

Pay: $25 per hour

Duration: Temporary until 1/10/2024 with the Possibility to extend.

Job Summary:

The Customer Service Representative /Client Services Associate is responsible for overseeing the workflow of orders while delivering outstanding customer support. You will oversee the entire order process.

Responsibilities:

Order Management:

• Manage the complete order process for assigned and related accounts in the system.
• Follow up on orders to resolve discrepancies, missing information, or specimen-related issues.
• Regularly fax specimen requests to pathology to expedite turnaround time.
• Promptly address holds on orders to ensure specimens are tested without delay.

Monitoring Reports:

• Leverage the Dashboard to monitor open tasks, workload, order issues, completed reviews, pending specimens, results, new orders, and registration requests.

Physician Call Back Requests:

• Route callback requests to relevant personnel (e.g., Pathologist, Sales, Medical Science Liaison) and document these in SFDC.

Portal Account Management:

• Set up new users for the portal, reset passwords, and provide IT assistance as needed.

Account Management:

• Create and maintain profiles for physicians and medical practices in the system, ensuring all information is up to date.

Follow-Up on QNS Cases:

• Actively reach out to Pathology to secure materials for follow up or inappropriate sample types.

Incoming Calls/Emails:

• Be available to handle calls via the Call Queue and respond to both individual and team email inboxes efficiently.

Minimum Education/Experience Requirements:

• A High School Diploma is mandatory; a Bachelor’s degree is preferred.
• Training is provided on the job, with a focus on HIPAA compliance.

Required Skills and Qualifications:

• Ability to manage tasks effectively with strong organizational and multitasking skills.
• High proficiency in PC use, internet navigation, and MS Office applications, particularly Outlook.
• Exceptional attention to detail with advanced analytical skills.
• Clear and professional communication, both written and verbal.
• Familiarity with working in call queue environments and handling purchase orders using order management systems.
• Team-oriented mindset with a collaborative attitude.
• Adaptability to adjust work schedules during high-volume periods, such as quarter-end.
• Expertise in Salesforce.com..
• Strong communication and organizational abilities.
• Capability to manage sensitive data per state standards.
• Experience with clinical and specimen workflows is advantageous.

Training/Certifications:

• Training in HIPAA compliance.
• Documentation training to align with state, CLIA, and CAP requirements.

How to Apply: Candidates should submit applications promptly for this temporary role.