Customer Service Representative

COMMONWEALTH DIAGNOSTICS INTERNATIONAL, INC – CUSTOMER SERVICE REPRESENTATIVE

About CDI

Commonwealth Diagnostics International, Inc (CDI) was founded in 2015 in Salem, MA. We are a diagnostics laboratory company manufacturing, shipping, and processing breath tests for GI disorders. Our focus is providing a patient forward service. We offer breath tests that are easy-to-use, quick, and safe for patients, while providing valuable insight to providers to support meaningful GI health outcomes.

CDI sends our kits directly to patients’ homes, and providers’ offices, and provides support through every step of the process. From ordering, patient testing assistance, billing support, as well as reporting and clinical support for providers, our team is available! CDI’s at-home breath test offerings include kits for Small Intestinal Bacterial Overgrowth (SIBO) and Intestinal Methanogen Overgrowth (IMO), as well as for fructose malabsorption, lactose malabsorption, and sucrose malabsorption. Learn about our tests here: Functional GI Breath Tests | Commonwealth Diagnostics International.

The Position

Commonwealth Diagnostics International, Inc is looking for a motivated Customer Service Representative, with a history of excellent customer service and computer experience, to join our growing team. Our Customer Service Representatives are the first line of contact with our patients and providers. Prior medical industry experience is not required! Our team of Customer Service Representatives maintains a wide knowledge of our processes to assist patients and providers with their inquiries in a thorough and efficient manner, gained through extensive training. Key skills include written and oral communication, multi-tasking, database experience, and general technical aptitude.

Summary/Objective

Customer Service Representatives are responsible for providing exceptional customer service by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members. This role is fully on-site in our Salem, MA office. Those in this role must maintain a thorough understanding of the testing process, turnaround times, and basic billing practices as well as functional computer skills, basic troubleshooting, and acquiring thorough familiarity with our proprietary database platform.

Essential Functions

· Deliver superlative customer service to all CDI patients and providers.

· Answer all inbound customer service phone calls; answering inquiries if customer service or billing related, sending calls to appropriate department otherwise.

· Placing outbound calls to patients to assist with any questions they may have about the testing preparation, process, billing, etc.

· Responding to patient and provider communications via email and chat via multiple platforms.

· Using high attention to detail to perform accurate data entry, updating patient and provider information as requested. Coordinate with other departments, if needed.

· Answering general insurance and billing questions, processing patient payments, and reaching out to the billing team when escalation is needed.

· Ability to follow HIPAA regulations and handle confidential medical information with utmost care.

· Ability to adapt to new processes and updated procedures as needed.

· Perform other duties, as assigned.

Competencies

A Customer Service Representative should excel in the following areas:

· Exemplary written and verbal communication skills.

· Excellent organization and time-management skills.

· Ability to make decisions and judgements with discretion.

· High-level reading comprehension.

· Proficient de-escalation skills and ability to empathize with patients.

· Problem-solving skills.

· Collaborative, team-player attitude.

· Strong interpersonal skills.

· Ability to work efficiently both independently and as part of a team.

· Ability to meet deadlines and volume goals in a fast-paced environment.

· Detail-oriented and ability to multitask.

· Accountability and ownership.

· HIPAA compliance experience is preferred, but training is provided.

· Ability to properly handle confidential information.

· Proficient computer skills and ability to perform basic trouble shooting.

· Software experience including, but not limited to, Microsoft Office Suite (Outlook, Teams, Word, Excel, OneNote, PowerPoint) and database platform experience.

· Ability to reliably commute to our main office in Salem, MA for scheduled hours.

Supervisory Responsibility

Not applicable to position

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, printers, copiers, facsimiles, and phones, as well as related programs and software.

Position Type/Expected Hours of Work

This is a full-time, on-site position. Monday through Friday, 9 a.m. to 5 p.m. EST. Occasional evening and weekend work may be required as job duties demand.

Travel

Not applicable to position

Preferred Education and Experience

High school degree or equivalent and 2 years Customer Service experience.

Additional Eligibility Qualifications

None required for this position

Work Authorization

Authorized to work in the USA

AAP/EEO Statement

CDI provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, CDI complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Type: Full-time

Pay: $21.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Application Question(s):

• Do you have familiarity with HIPAA regulations and/or information confidentiality?

Ability to Commute:

• Salem, MA 01970 (Required)

Ability to Relocate:

• Salem, MA 01970: Relocate before starting work (Required)

Work Location: In person

Salary : $21