Job Functions, Duties, Responsibilities and Position Qualifications: Job Title: Client Service Representative Job Summary: We are looking for a candidate who can work Mon-Fri 3pm-11pm (we are willing to be flexible). Accurately enters demographic/ clinical data into information systems from various source documents for processing, data management, and storage in a timely manner. Transcribes dictated or hand written materials into an electronic comprehensive pathology report for the Pathologist in a timely manner with a high degree of accuracy using word processing and dictation equipment. May take dictation using shorthand. Essential Key Responsibilities: Researches, troubleshoots, and resolves internal office issues to ensure client satisfaction. Answers inbound calls from clients and places outbound calls to clients in a professional and timely manner, with the goal of client satisfaction and client retention. Contacts clients in a timely and professional manner to obtain and correct missing data related to the patient requisition such as: client information (group name, referring physician, address, and phone and fax number) patient’s demographics (patient name, address, phone number, date of birth, social security number, gender, medical record number, and electronic medical record number) clinical history (past/present medical conditions, specifics of medical diagnosis or tests, treatment plans, family history, type of service, services received, dates of service, and provider of service) specimen description (size, shape, and type of specimen) billing type (client, patient, insurance, no charge) patient insurance information (insurance code, carrier name, policy number, group number, and address of insurance carrier) request add-on testing convey when laboratory testing cannot be performed and when laboratory tests are cancelled relay changes in business hours and alternative specimen pickup schedules Serves as a resource to referring clients regarding patient results, distribution of pathology reports, specimen collection and submission requirements. Acts as a dispatch service for laboratory couriers by calling for specimen pickups and distribution of laboratory supplies. Coordinates various aspects of client services quality assurance and compliance functions including documenting the client concerns and resolution Interacts with the laboratory and management to escalate client dissatisfaction or requests and expedite resolutions for workflow issues. May monitor incoming/outgoing consultation cases by coordinating and tracking the transportation of slides and/or blocks. May conduct client surveys, analyze results, and provide recommendations to improve quality, efficiency, and client satisfaction. Maintains strictest confidentiality. Complies with all State, Federal, professional regulations as well as company and departmental rules, polices, and procedural manuals. Adherence to CAP, CLIA, State Regulations, HIPAA, Safety and OSHA Regulations. Performs other duties as assigned. Education/Licensure/Certification: High School Diploma or GED or equivalent work experience. Registered College student or graduate Experience: Minimum of one (1) year customer/client/patient experience. Equipment: Computers, computer programs, information system(s), photocopiers, scanners, facsimile machines, and telephones. Knowledge/Skills/Abilities: Knowledge of laboratory policies and procedures. Knowledge of medical terminology. Knowledge of English grammar, spelling, and punctuation. Skill in using computer programs and applications. Skill in typing 40 WPM. Ability to sort and file materials correctly by alphabetic or numeric systems through a paper and/or electronic system. Ability to listen, read, understand, and follow oral, and written instruction. Ability to communicate clearly and concisely. Ability to establish and maintain positive relationships with employees, physicians, vendors, clients, and external agencies. Environmental Working Conditions: Office Setting; minimal exposure to communicable diseases, toxic substances, blood borne pathogens and chemical hazards. Physical Requirements: Physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Filing and light lifting required. Complies professional regulations as well as company and departmental rules, polices, and procedural manuals. Adherence to CAP, CLIA, State Regulations, HIPAA, Safety and OSHA Regulations. Performs other duties as assigned. HIPAA/PHI Security Level: HIGH (Low, Medium, or High) Indicate the security access level of Protected Health Information (PHI) as necessary to perform essential key responsibilities of the position (access, utilize, disclose, store, and/ or dispose of PHI). Low –information access is of general nature representing summary type data rather than specific identifiable demographic or sensitive data. Medium – information access is specific to an individual’s demographics and service information (type of service, services received, dates of service, and provider of service). High – information access is detailed and sensitive to an individual’s demographics, service information, and personal medical history (past/present medical conditions, specifics of medical diagnosis or tests, treatment plans, and family history). All job requirements listed indicate the minimum level of education, knowledge, skills and/or experience necessary to proficiently perform the job. This job description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Employees will be required to perform any other job-related duties assigned by their supervisor, subject to reasonable accommodations. Scheduled Weekly Hours: 1 Work Shift: Job Category: Laboratory Operations Company: Dermpath New England Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. About Sonic Healthcare USA Sonic Healthcare USA is a subsidiary of Sonic Healthcare Limited, one of the world's largest medical diagnostic companies, providing laboratory services to medical practitioners, hospitals and community health services, with operations in eight countries, on three continents and providing care to over 100 million patients each year. Sonic Healthcare USA is a leading provider of state-of-the-art laboratory services and pathology practices throughout the USA with eight operating divisions and nearly eight thousand US- based employees, 330 Pathologists and serving over 30 million patients per year. Sonic Healthcare USA operates under a federated business model that emphasizes medical leadership and community-based testing services to provide outstanding quality and service to the doctors and patients that they serve. For more information, visit the Sonic Healthcare website at www.sonichealthcareusa.com.