*ESSENTIAL DUTIES AND RESPONSIBILITIES: *
1.
Delegates, guides, and executes assigned day-to-day tasks to team members to gain
synergies and to ensure coverage of all functions.
Assists with training and cross
training of team members to maximize employee potential.
2.
Creates, inspires, motivates, and monitors a cohesive team to work together to
perform at their optimum to achieve department goals.
Empowers team members
skills to improve their confidence, product knowledge, and communication.
Provides
guidance and instruction as delegated by management.
3.
Excels in the ability to multitask in a fast-paced environment.
Makes real time
decisions via call que and/or task monitoring to maximize workflow to ensure client
satisfaction.
4.
Cross trains in all functions within Customer Service and assists staff in performing
job duties as required.
Maintains work assignment flexibility and communicates
ongoing/outstanding information with colleagues and management.
Provides
flexibility in schedule and accepts additional responsibilities to accommodate
department workflow.
Assists with on-call coverage as needed.
5.
Receives and makes an average of 10-12 calls (minimum) per hour.
Takes incoming
calls to respond to inquiries including but not limited to, specimen requirements, test
results, patient billing, dispatch requests, IT Help and testing schedules.
Makes
outgoing calls to notify clients of results including but not limited to: STAT, critical
and/or client requested results within their expected turnaround time.
6.
Possesses urgency while providing clear, concise, friendly, caring, and professional
communication in all verbal and written communication displaying commitment to
customer satisfaction.
Documents all communication accurately within designated
platform.
7.
Understands and abides by patient confidentiality regulations.
8.
Maintains up to date product knowledge and adheres to department standard
operating procedures (SOPs).
Attends training or project events as needed.
Participates in continuing education programs.
9.
Possesses a strong understanding of the Laboratory Information System (LIS)
functions including, but not limited to, Sunquest, Smarterm, Salesforce, Gateway,
CoPath, and all systems within Customer Service.
10.
Participates as a liaison in the electronic channels of all associated software
applications regarding direct written and verbal communication with clients,
customers, patients, and HNL support teams.
11.
Participates in the Continuous System Improvement (CSI) and continuing education
programs.
Recommends process improvement ideas.
12.
Provides accurate direction and support to Customer Service leadership to facilitate
the successful completion of HNL’s targets and performance goals.
May participate in
call monitoring and provide feedback if needed.
13.
Completes any/all tasks delegated by management.
*QUALIFICATIONS:*
To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily.
The requirements listed below are representative of the knowledge, skill, and
or ability required.
*Education/Experience*
High School diploma or GED.
One year of experience in the Customer Care Department or two years of call center experience preferred.
Job Type: Full-time
Benefits:
* 401(k)
* Dental insurance
* Flexible schedule
* Health insurance
* Paid time off
* Vision insurance
Shift:
* 8 hour shift
* Day shift
Work setting:
* Call center
* In-person
* Office
Ability to Relocate:
* Allentown, PA 18109: Relocate before starting work (Required)
Work Location: In person
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