What are the responsibilities and job description for the Customer Service Representative position at Clinical Pathology Laboratories and Careers?
Job Functions, Duties, Responsibilities and Position Qualifications:
We're not just a workplace - we're a Great Place to Work certified employer!
Proudly certified as a Great Place to Work, we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA, we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members!
Position Summary:
Responds to requests initiated by customers. Responsible for delivering high quality service on all inbound or outbound calls in assigned phone queues.
Duties & Responsibilities:
- Utilizes customer service skills to effectively and efficiently handle telephone calls.
- Effectively utilizes departmental resources to maximize productivity, determine priority and ensure quality service.
- Handles administrative duties that may include maintaining records.
- Troubleshoots inquiries and follow up on issues that cannot be resolved immediately.
- Adheres to departmental policies and procedures.
- Effectively resolves priority complex calls, emails and duties.
- Responds to quickly and accurately a higher volume than CSRIII expectations.
- Assists supervisor and serves as a technical resource for the department.
- Uses initiative and independent judgment within procedural guidelines.
- May work directly with pathologists to resolve cases.
- Performs all other duties as assigned.
Education and Experience:
- Required: Associates or Bachelors of Science Degree in medical technology, clinical laboratory, chemical, physical or biological science obtained from an accredited institution.
- Preferred: Three years of experience in customer service and/or healthcare
Licensure and Certifications:
- Required: State licensure if applicable
- Preferred: Certified in the area of Clinical Laboratory Science by the American Society of Clinical Pathologists
Knowledge, Skills, and Abilities:
- Ability to communicate effectively, both orally and in writing
- Ability to work independently, be attentive to detail, and provide quality work
- Ability to handle difficult situations involving patients, physicians, or others in a professional manner
- Ability to work well with others in a team-oriented environment
- Flexibility to support the needs of the organization
- Ability to establish and maintain positive relationships with employees, physicians, vendors, clients, and external agencies
- Ability to maintain the confidentiality of employee, patient, client, and company information at all times
- Ability to demonstrate commitment to compliance with applicable laws: federal and state regulations, including CAP, CLIA, HIPAA, Safety, and OSHA Regulations
- Ability to demonstrate respect for all individuals, adhere to the Company’s values and business practices, and do both consistently
- Demonstrates the ability to maintain cultural competence
- Proficient with related software
Physical Requirements:
- Requires sitting for long periods of time.
- Requires manipulation of tools, objects, and equipment using the following physical motions: pushing, pulling, lifting, reaching above shoulder height, grasping with one hand or both, extensive typing, twisting and reaching.
- Routinely requires coordination of two or more physical operations.
- Requires ability to hear audible sounds via headset or telephone handset.
Work Conditions:
Environmentally controlled medical office environment with exposure to noise. Fast-paced environment with occasional high pressure or emergent situations.
This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.
Scheduled Weekly Hours:
40Work Shift:
Job Category:
Laboratory OperationsCompany:
Clinical Pathology Laboratories, Inc.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.