Customer Service Representative - Healthcare experience required

Connexion’s mission is to provide "best in class" services to job seekers. We strive to achieve excellence in job placement, staffing, and recruiting services, while treating candidates with the professionalism and respect they deserve.

Customer Service Administrator

Role Environment & Scope

• Onsite, Monday–Friday; healthcare/lab services environment
• High-volume, manual order processing tied to product growth and launch activity
• Contractors support Client Services and may backfill multiple workflows as needed
• Work is production?critical (“keep the lights on”) with parallel team dependencies

Shift & Schedule

• 8 hour shifts
• Start times as early as 6:00am; end as late as 5:30pm
• Overtime possible; rare but potential Saturday support
• Candidates must be open and flexible to schedule variability

Required Capabilities (Must Screen For)

• Healthcare environment experience is REQUIRED
• HIPAA exposure and/or CAP/CLIA lab experience required
• Demonstrated customer service experience (minimum ~1 year)
• Strong phone presence; clear, professional verbal communication
• Data entry accuracy with multiple systems/screens
• Ability to capture timely, detailed notes in CRM systems (Salesforce preferred)
• Reliability and attendance are critical

Preferred / Pluses (Not Deal Breakers)

• Salesforce experience
• Call center background
• Order processing experience (end-to-end order entry and follow through)

Team & Soft Skills Fit

• Highly collaborative, cross?functional environment
• Candidates must be adaptable to shifting priorities
• Team oriented mindset; willingness to assist beyond a narrow task scope
• Comfort operating in structured, regulated workflows

Tasks may include but are not limited to:

• 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.

Required Training/Certification:

• On the job training includes, but not limited to, HIPAA.
• Documentation to maintain compliance with state, CLIA, and CAP requirements