Job purpose The Client Services Representative serves as the primary point of contact for overall and day-to-day service delivery for our clients and is responsible for improving the overall client experience including increased utilization of services and retention of clients. In addition to on-boarding activities, Client Services Representatives will be required to perform account management activities for assigned clients including proactively managing internal and external relationships to facilitate problem solving and will be responsible for identifying necessary process improvements, documenting process flows and implementing changes that mutually benefit Stone Diagnostics and its clients.
Duties and responsibilities Account creation and maintenance
- Comprehensive understanding of the implementation process including account set up, customer service support, client IT set up, and laboratory operations is required
- Update and maintain client information in LIS software systems
Client Management
- Receives, researches, and answers customer inquiries and requests regarding collection requirements, turnaround times, pricing results, supplies, and services offered
- Expertly define problems, collect information, establish facts, and draw valid conclusions
- Ensure the successful transmission of patient reports and other testing status updates via fax, mail and secure e-mail.
- Train and coach clients on laboratory systems and processes
- Continuously educate clients on services and maintain strong knowledge of patient monitoring for medication adherence, quality of care, and liability
- Adhere to confidential (HIPAA) requirements (patient files, personal and proprietary information)
- Informs clients of existing or changing laboratory protocols and procedures in a timely and courteous manner
Supply / Logistics Management
- Schedules courier/shipper pickups
- Build client data into shipping systems
- Ship supplies, manage tracking and resolve issues with shipping vendors
- Research prices and place orders with vendors
- Maintain account inventory supplies to existing clients
- Monitor supply usage per client vs. incoming sample volume
Quality Assurance
- Review information received for accuracy and completeness
- Follow up on all missing information and add corrected information to systems
- Assists in gathering information for QI projects to promote process improvements
- Monitor various queues in LIMS to ensure all reports have been delivered
Qualifications - High school diploma or equivalent
- Minimum of two years of relevant experience in healthcare customer service and client management
- Excellent typing and data entry skills, strong phone skills and or call center experience
- Skills - Proficient computer skills, experienced in Word, Excel, Adobe, Outlook
- Proficient in Medical terminology
- Excellent communication skills
- Must be customer focused and service oriented with strong skills in human relations, teambuilding, written and verbal communications
- Excellent analytic and problem-solving skills
Working conditions Emergent situations could extend working hours or require infrequent week-end work.
Physical requirements The supply/logistical parts of this position require the incumbent is to stand for extended periods of time, lift 35+ pounds on a regular basis, do repetitive tasks with few breaks. Other duties require sitting at a computer workstation for extended periods of time.
Direct reports There are no direct reports for to this position.