Client Service Representative - Tech I

Client Service Representative - Tech I - Lewisville, TX, Monday to Friday, 8:30 AM to 5:00 PM

Pay range: $19.48+ per hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:
 •    Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours 
•    Best-in-class well-being programs
•    Annual, no-cost health assessment program Blueprint for Wellness®
•    healthyMINDS mental health program
•    Vacation and Health/Flex Time
•    6 Holidays plus 1 "MyDay" off
•    FinFit financial coaching and services
•    401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
•    Employee stock purchase plan
•    Life and disability insurance, plus buy-up option
•    Flexible Spending Accounts
•    Annual incentive plans
•    Matching gifts program
•    Education assistance through MyQuest for Education
•    Career advancement opportunities
•    and so much more!

Receive, prioritize and resolve problems for customers and technical departments. Handle routine manual and interface problems and concerns. 

Responsibilities

• Use proper telephone etiquette and all available resources to respond to incoming customer inquiries, requests, and complaints competently and courteously. 
• Troubleshoot inquiries and follow up with customers on issues that cannot be resolved immediately. 
• Follow through in a timely manner to resolve all issues and concerns. 
• Complete all required documentation associated with contacts and resolution. Maintain complete and accurate records. 
• Report laboratory results to clients and patients using established protocols.  
• Research and resolve more complex customer issues, including those referred by CSR I, II, and Assistants. 
• Receive reports for missing specimens and resolve the issues with proper documentation and communication with affected customers according to established policies. This includes missing specimens that have been accessioned, those not reported by customers and not accessioned, and specimens identified on the interface pending lists. 
• Assist technical departments as required for problem resolution. 
• Provide education and guidance to clients about lab processes and the appropriate handling and shipping of samples. 
• Perform appends, deletes, edits, and demographic changes to ensure appropriate handling, testing, and reporting of test results. 
• Process confirmation and corrected reports as required. 
• Process return specimens to clients as needed. 
• Escalate issues as appropriate to keep supervisor informed of client concerns, problems, or deviations from established procedures. 
• May provide coaching and/or training to less experienced staff. 
• Provide suggestions for process improvements to maximize quality and efficiencies in the department 
• Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position. 

Qualifications

Required Work Experience:  

• Three (3) to five (5) years of clinical laboratory or customer service experience. 

Preferred Work Experience:  

• Previous clinical laboratory and/or customer service experience in a call center environment preferred.  

Physical and Mental Requirements:  

• Sitting for long periods of time. 
• Repeating motions that may include the wrists, hands , and/or fingers. (Typing) 

Knowledge:  

• Proper telephone etiquette to handle customer inquiries 
• Basic knowledge of operating office equipment 
• Broad knowledge of specimen requirements for medical laboratory tests and the requirements for different methods of sample preservation. 
• Good understanding of fundamental medical and laboratory terminology. 
• Understand the importance of Quality Service and how it is measured  

Skills: 

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers 
• Proficiency in basic computer skills (Word, Excel) 
• Ability to multitask and work in a fast-paced environment 
• Ability to work under pressure with a high degree of accuracy 
• Strong organizational skills 
• Ability to analyze and solve problems. 
• Good listening skills 
• Ability to maintain a professional and tactful manner in stressful situations 
• Exhibit comfortable interaction with technical staff and other departments 
• Demonstrated ability to coach or train other reps 
• Ability to deal with client information in a confidential manner 

Education

• High School Diploma or Equivalent (Required)

Languages

• English (Required)

Licenses and Certifications

• Medical Lab Technician Certification (Preferred)
• Medical Technologist Certification (Preferred)