Description: The Client Services Representative (CSR) is the frontline ambassador for Florida Digestive Health Specialists, LLP Pathology Lab. The CSR is responsible for ensuring a positive experience for all clients and patients. The CSR will handle a variety of client interactions, including inquiries, problem resolution, and service requests. This role requires excellent communication skills, a strong understanding of our services, and a commitment to providing exceptional customer service.

Our Culture: Inspire hope. Build your legacy. Discover a rewarding, fulfilling, well-balanced career at Florida Digestive Health Specialist, LLP. With providers and locations across Florida, FDHS is one of the largest single-specialty, physician-owned GI practices in the state. FDHS was established in 2011 to provide comprehensive, high-quality gastroenterology services and foster advanced research for digestive health problems. With a growing team of nationally acclaimed care centers, providers, and staff, we continue to expand our reach to communities that need our care. As we continue to grow, we are seeking a Client Services Representative to join our team and support our mission.

Essential Duties:

• Greet and announce all visitors to appropriate personnel.
• Establish trusting relationships with internal and external customers by acting as a source of reliable and helpful information. Serve as a liaison between internal and external customers.
• Respond promptly to requests for assistance, including but not limited to: new referral source account set-up, slide requests, report requests, managed care inquiries, and data verification with physician offices (for pre-data and data entry).
• Provide accurate information regarding lab services, test results and procedures.
• Handle and resolve client complaints and issues with empathy and efficiency.
• Coordinate with lab staff to expedite urgent requests and ensure timely delivery results.
• Document all calls on customer service information forms, noting name, phone number, time of call, nature of the request, and resolution of the problem and date/time of resolution.
• Assist with all customer communication projects, including direct mail letters, email announcements, telephone announcements, etc.
• Initiate and implement quarterly telephone communication with referral sources.
• Manage service recovery, including necessary and appropriate letters, telephone calls or other methods to keep the customer informed and satisfied.
• Provide monthly report at quality assurance meetings.
• Adhere to all safety regulations.
• Other duties as assigned.
  • Please note that the duties and responsibilities outlined in this job description are not exhaustive and may be subject to change at any time to meet the evolving needs of the company. In addition to the responsibilities listed above, employees may be required to perform additional tasks or duties as assigned by management.

Qualifications:

• High school diploma or equivalent required.
• Previous experience in a medical office or laboratory setting preferred.
• Excellent verbal and written communication skills with the ability to communicate effectively with patients and healthcare professionals.
• Strong organizational skills with the ability to multitask and prioritize tasks in a fast-paced environment.
• Empathetic and compassionate demeanor, with the ability to handle sensitive patient situations with care and professionalism.
• Proficiency in using scheduling software and electronic medical records (EMR) systems.
• Ability to maintain professionalism and composure in stressful situations.
• Ability to collaborate effectively with colleagues and contribute to a positive work environment.
• Willingness to adapt to changing priorities and work schedules as needed.
• Bilingual in Spanish and English highly preferred.

Benefits:

• Competitive salary commensurate with experience.
• Comprehensive benefits package including health insurance, retirement plan, paid time off and paid holidays.
• Professional development opportunities
• Positive and collaborative work environment

Physical Demands

The employee is frequently required to walk; sit; use hands for fine manipulation, handle or feel and reach with hands and arms using a keyboard and video display terminal. The employee is occasionally required to stand and stoop, kneel, crouch or crawl and climb stairs. The employee should be able to lift and move up to 25 lbs. The work environment is typically quiet to moderate with standard office noise levels. While performing the duties of this job, the employee may occasionally be exposed to sounds such as ringing phones, office equipment, and conversations among colleagues.

EEO Statement:

It is the policy of Florida Digestive Health Specialists to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.

When you join FDHS, you become part of a premier team striving to deliver unparalleled, personalized care while treating patients like family. And at FDHS, our patients are at the heart of everything we do. Join our team at FDHS and make a difference in the lives of our patients and employees alike!