Customer Experience Specialist

The Customer Experience Specialist is responsible for delivering high quality service on all customer/patient service calls. Requires ability to multi-task in a high stress environment.  Provides accurate and timely information to supporting departments, clients, and patients.  Adheres to departmental and HIPAA policies and procedures. Promotes superior quality client/patient relations and creates a supportive climate in a Customer Service. Respects and maintains the confidentiality of laboratory and financial information.  

• Uses solid customer service skills to triage and manage client/patient calls, analyze accounts, and documenting action performed.
• Accurately completes the necessary documentation and customer logs/records.
• Understands and operates computer resources proficiently.
• Ability to positively meet the needs of patients and clients through professional communication.
• Identifies problems which may adversely affect the customer, client, and the lab. Takes appropriate action, including supervisor notification.
• Understands and follows all policies.
• Understands and follows all HIPAA guidelines.
• Participates in Customer Service, lab team meetings and others as identified.
• Follows compliance procedures and participates in compliance training.
• Demonstrates efficiency by handling calls promptly and determining priority based on the situation.
• Uses slow times constructively.
• Communicates with staff and its customers to ensure quality.
• Maintains and supports a service-oriented relationship with customers.
• Respects and protects the confidentiality of information relative to patients and clients.
• Strives to preserve a positive work environment.

• BA or BS degree in a healthcare, science, or related field.
• 2 years of Call Center experience minimum.
• 1 year of work experience in a healthcare, science, lab, or related field.
• Candidate must have at least 1 year of customer service or sales experience.
• Comfortable making outbound calls and receiving inbound calls.
• Basic computer skills and proficiency with MS Suite.
• Good communication skills verbal and written.

• Excellent customer service and communication skills. 
• Analytical and problem-solving skills.  
• Ability to cope with varied levels of workload and multiple tasks. Ability to adapt to changing work environment.  
• Ability to understand changing customer needs and requesting changes to AWH policies. 

No direct supervisory responsibilities.