Client Services Representative (Clinical Laboratory-Call Center)

Locations: Denver, CO

Why Ascend?

Come work for a company that is transforming the industry!

We are Ascend, one of the highest volume clinical laboratories in the United States. With the use of the most advanced tools and technology, we process millions of test each month. For over 30 years, we have been delivering industry-leading service and excellence in testing. At Ascend, we are relentless about innovation and growing to pioneer the future of clinical and environmental laboratory testing.

Ascend is unlike most companies, offering the discipline of a healthcare leader and the mentality of a tech startup. As a company that is on the leading edge, we are seeking individuals with a similar mindset who enjoy a dynamic, fast-paced environment.

Job Summary

As a Client Service Representative, you will be responsible for successfully managing large amounts of inbound and outbound calls. This will be a first shift position with occasional overtime. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions:

The successful applicant will be able to perform the following essential functions at minimum:

• Receive and handles all telephone calls and email pertaining to customer service.
• Make outbound calls for urgent and critical lab results within specified timeframe.
• Achieve contact center call metrics and other metrics appropriate to the position.
• Manage time effectively on client calls and follow up documentation.
• Respond to complex inquiries.
• Make outbound calls to notify client of life threatening results in an urgent manner.
• Processing of critical forms in an expedient manner. Processes draw info entries in an accurate and precise manner on a daily basis.
• Resolve service problems by clarifying the customer's concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Convey a positive and professional image to customers and employees.
• Maintain composure in high pressure situations.

Qualifications:

• High School Degree or GED.
• Spanish Bilingual is a plus.
• 2 years of Experience in a fast pace call center environment.
• Working knowledge of Microsoft Office Suite (Word, Excel, and Outlook).
• Strong listening and comprehension skills.

Benefits:

Ascend provides a competitive benefit package which includes the following (eligibility requirements apply): Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Health Care and Dependent Care Flexible Spending Accounts, Life Insurance, AD&D, Work/Life Resources (including Employee Assistance Program) Leave Benefits: Paid holidays, annual Paid Time Off (includes paid state /local paid leave where required), Short-term Disability, Long-term Disability, Other leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption leave) Retirement Benefits: Contributory pension plan and Savings Plan (401k).

Compensation:

Compensation and benefits information for this position is being included in accordance with requirements of the Colorado Equal Pay for Equal Work Act. Please note that the salary range listed relate specifically to roles located in Colorado and that salary ranges for similar positions located in other Ascend Clinical locations may vary. In addition, salaries may vary for different individuals in the same role based on several factors, including but not limited to individual competencies, education/professional certifications, experience and performance in the role.

*** Note that the compensation range being offered for this role is $18-$23 Hourly. Compensation and benefits information for this position is being included in accordance with requirements of the Colorado Equal Pay for Equal Work Act. Please note that the salary range listed relates specifically to roles located in Colorado and that salary ranges for similar positions located in other Ascend Clinical locations may vary. In addition, salaries may vary for different individuals in the same role based on several factors, including but not limited to individual competencies, education/professional certifications, experience and performance in the role.

Ascend is an Equal Opportunity Employer - M/F/Disabled/Veteran

If you are interested in applying to Ascend and need special assistance or accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to hrmailbox@aclab.com. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.