Position Title: Customer Relations Specialist I, II, III

Effective Date: November 9, 2023

Reports To: Customer Relations Manager

Position status: Non-Exempt – Full Time

Primary Function:

To offer expert advice and guidance regarding our company’s policy, services, and products to all inquiring parties. Interact with customers, physician’s office staff, sales representatives, patients, and other persons over the phone, through email and in person. In all tiers of the Customer Relations role in the laboratory field, the ability to build trust, provide excellent service, and effectively communicate with clients is paramount. Client satisfaction is a critical component of the laboratory's success, and these professionals play a pivotal role in achieving that goal.

Essential Duties and Responsibilities:

• Maintain a positive, empathetic, and professional attitude towards clients at all times.
• Perform provider training such as data entry & troubleshooting, education on best practices and procedures, awareness of all aspects of laboratory processing and delays.
• Register new providers and enter required information into the computer system in an accurate and timely manner.
• Ensure providers have the necessary supplies for testing.
• Work with business development and clients to amend any rejected samples that are recoverable and collect missinginformation for insurance billing.
• Respond to client inquiries via phone, email, or in person, in a courteous and timely manner.
• Research and resolve all recoverable rejected samples, to the best of your ability.
• Refer unresolved customer grievances to designated departments or management for further investigation and follow up with client for resolution.
• Monitor all incoming e-faxes to Customer Relations team and route to appropriate department.
• Request UPS and FedEx pick up as needed.
• Maintain knowledge of industry trends and best practices in laboratory services.
• Assist clients with understanding test results and address their questions and concerns.
• Other duties as required.

Skills, Knowledge, Abilities:

Mental Abilities and Skills Requirements:

• Strong administrative and organizational skills, along with attention to detail.
• Client service orientation and the ability to manage client inquiries effectively.
• Proficiency in using CRM software and Microsoft Office.
• Problem-solving and conflict resolution abilities.
• Team player with the ability to work independently when necessary.
• Basic knowledge of laboratory services and medical terminology (preferred).
• Ability to work cross-functionally with other departments in root-cause and solution exercises.

Knowledge Needed:

• Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Knowledge of how to seek out resources and how to organize information for easy recall.
• Knowledge of Microsoft Office programs, including Excel, Word, and Outlook, with at least intermediate proficiency.

Customer Relations Specialist I:

As a Customer Relations Specialist in the laboratory field, you will play a vital role in ensuring the satisfaction and retention of our clients and that the needs of our other customers are met. Your primary responsibility will be to maintain positive Customer Relations, address inquiries and concerns, and provide excellent customer service. You will serve as the first point of contact for clients, promoting our laboratory services and facilitating a seamless experience.

Skills and Qualifications:

• 0 - 3 years of experience in any customer service-related position

Customer Relations Specialist II

As a Customer Relations Specialist at this intermediate level, you will expand on the responsibilities of Tier 1, with a focus on managing and maintaining Customer Relations effectively. You will serve as a valuable resource for clients and other customers, addressing their needs and concerns while also actively participating in the development of client engagement strategies.

Skills and Qualifications:

• All of the skills for Customer Relations Specialist I, including:
• 0 to 5 years of experience in clinical/laboratory customer service
• Mentor and train Customer Relations Specialists.
• Monitor client feedback and contribute to the development of strategies for client satisfaction and retention.
• Advanced problem-solving and decision-making skills.
• Assume project management responsibilities for onboarding clients that do not qualify for a Client Implementation Team project manager.
• Ability to organize and effectively facilitate team and other customer-related meetings.

Customer Relations Specialist III

As a Customer Relations Specialist III, you will build on the responsibilities of Tier I & II by taking a leading role in managing Customer Relation. You will act as a mentor to Tier I & II specialists and implement strategies to enhance client retention and satisfaction.

Skills and Qualifications:

• All of the skills for Customer Relations Specialist I and II, including:
• 2 years of experience in clinical/laboratory customer service
• Proven experience in Customer Relations or customer service.
• Strong leadership and mentoring abilities.
• Analytical skills for interpreting client data and feedback.
• Proficiency in Customer Relationship management software.
• Knowledge of laboratory regulations and quality control.
• Excellent presentation and public speaking skills.

Education and Certification:

Education/Experience Requirements:

• High School Diploma
• Associate or bachelor’s degree preferred.

Certifications:

• N/A

Physical Requirements:

• Must be able to sit or stand for up to eight hours per day.
• Occasionally required to lift up to 20 lbs.
• Regularly required to sit, stand, bend, reach and move about facilities.

Work Environment:

VANCOUVER OFFICE - Most work will be performed in an office. However, this position may require some traveling and working between locations. Workweeks usually consist of 40 hours.

REMOTE POSITIONS - Most work will be performed away from the office in the employee’s home or in another remote work site. However, this position may require some traveling and working between locations. Workweeks usually consist of 40 hours.

Office Environment:

• Several common areas and meeting rooms for collaboration.
• Large windows which let in natural light during working hours.
• Fully equipped break room and bathrooms.

Lab Environment:

• Noise levels vary based on flow of business.
• Most floors are tile or concrete - individuals may stand for extended periods of time on these surfaces.

Tools and Technology:

• Desktop computer and laptop
• Scanners and printers

Hazards:

• Work is performed in an office environment, full manual dexterity and visual acuity required. However, access to the laboratory may be necessary and therefore employee may be exposed to potential physical harm from hazardous chemicals, infectious diseases, bloodborne pathogens, toxic materials, toxic gases, electrical hazards, dangerous tools, and equipment.
• Hep B Vaccination provided at no cost to employee.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Molecular Testing Labs embrace diversity and is an Equal Opportunity Employer, and hire without regard to any individual's race, age, color, national origin, ancestry, disability, veteran status, religion, marital status or domestic partnership; pregnancy, childbirth or related medical conditions; other medical conditions or genetic characteristic; sexual orientation, gender, gender identity or transgender status; or any other basis protected by state, federal or local law, regulation or ordinance. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Molecular Testing Labs provides reasonable accommodation, upon job seeker request, in all steps of the employment process.