Job Summary:
Under moderate supervision, the customer service representative anticipates, recognizes and meets the need of internal and external customers. The customer service representative provides prompt, cooperative assistance and seeks ways to increase customer satisfaction and loyalty.
Examples of Essential Functions:
1. 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.
2. Answer incoming calls and transfer them to the appropriate party.
3. Greet and announce all visitors to appropriate personnel.
4. 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).
5. Prioritize requests and provide an approximate time period for response.
6. 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.
7. Assist with all customer communication projects, including direct mail letters, e-mail announcements, telephone announcements, etc.
8. Initiate and implement quarterly telephone communication with referral sources.
9. Manage service recovery, including necessary and appropriate letters, telephone calls or other methods to keep the customer informed and satisfied.
10. Provide monthly report at quality assurance meetings.
11. Perform other duties as requested, including data entry and /or transcription support.
12. Adherence to Safety Regulations.