Customer Service Call Center Representative

·         Managing entire order process for specific OAEs, and any accounts that are assigned to those OAEs, at Salesforce.com (SFDC).

·         Processing orders in SFDC

·         Faxing or calling Ordering Provider when necessary for missing information, clinical discrepancies, specimen issues, etc. and for following up consistently to obtain in a timely manner.

·         Faxing specimen requests to pathology and following up regularly to expedite turnaround time (TAT)

·         Resolving holds on orders so specimens received can begin testing ASAP.

·         Monitoring reports on CS Dashboard to stay on top of workload.

·         Open tasks, open order issues, orders that have completed Clinical Review, pending specimens, newly reported orders, QNS results, incoming portal order or registration requests.

·         Handling Physician Call Back Requests

·         Responsible for forwarding call back requests to the appropriate person (i.e., Pathologist, Medical Science Liaison, Sales) and documenting in SFDC

·         Managing Portal Accounts

·         Setting up new portal users, managing password resets, and assisting with IT support as needed

·         Account management

·         Creating new physician contact records as well as medical practice records in SFDC. Must keep accounts updated with current names, addresses, contact info, special notes, etc.

·         Follow-Up on QNS Cases

·         Proactively contact Pathology for additional material when orders result as QNS or Inappropriate Sample Type

·         Incoming Calls/ Emails

·         Must be logged into CS Call Queue and be available for incoming calls to main phone line as well as direct line.

·         Monitor team email inbox as well as individual email inbox. Answering phones, sorting emails.

Minimum Education/Experience Requirements:

·         Bachelor’s degree preferred. High School diploma required.