Laboratory Customer Service Rep

About United WestLabs:

United WestLabs partners with hospitals to manage and grow laboratory outreach programs. With decades of experience, UWL delivers turnkey solutions that improve lab efficiency, profitability, and patient service

About the Role: 

The Lead Customer Service Rep position is crucial in ensuring that our clients receive exceptional support and service related to their medical and laboratory needs. This role involves acting as a liaison between clients and our internal teams, ensuring that all inquiries and issues are addressed promptly and effectively. The successful candidate will be responsible for maintaining strong relationships with clients, understanding their needs, and providing tailored solutions. Additionally, this position will require the candidate to stay updated on industry trends and regulations to provide accurate information to clients. Ultimately, the goal is to enhance client satisfaction and retention through outstanding service delivery.

The Ideal Candidate: 

• Is able to communicate complex information is a clear and concise manner
• Is able to work with individuals and groups to convey new information
• Enjoys training and teaching new skills and knowledge to others
• Possesses the ability to answer calls in a polite and professional manner
• Is able to document detailed medical information for transmission to others in an accurate and timely manner
• Is attentive and detail oriented
• Has a growth mindset and a willingness to learn new things

Minimum Qualifications:

• At least 3 years of experience in customer Service or a related role within the medical or laboratory industry.
• Strong communication and interpersonal skills, with the ability to build rapport with clients.

Preferred Qualifications:

• Experience with laboratory information management systems (LIMS) or similar software, preferably EPIC.
• Knowledge of medical terminology and laboratory processes.
• Previous experience in a role that required problem-solving and critical thinking skills.

Responsibilities:

• Serve as a resource for team members to provide insight and information
• Act as trainer and mentor for newly hired members of the team
• Maintain and update procedures following changes
• Work directly with the department manager to ensure clear communication and continuity within the team.
• Serve as a point of contact for clients, addressing inquiries and resolving issues related to medical and laboratory services.
• Collaborate with internal teams to ensure timely and accurate delivery information to clients.
• Maintain detailed records of client interactions and feedback to identify areas for improvement.
• Stay informed about industry developments and regulatory changes to provide clients with relevant and up-to-date information.
• Perform duties that include inventory and courier functions when needed

Skills:

The required skills for this position include strong communication and interpersonal abilities, which are essential for effectively interacting with clients and understanding their needs. Problem-solving skills will be utilized daily to address client inquiries and resolve issues efficiently. Attention to detail is crucial when maintaining records and ensuring compliance with industry regulations. Preferred skills, such as familiarity with laboratory information management systems, will enhance the candidate's ability to provide accurate and timely information to clients. Overall, a combination of these skills will enable the candidate to deliver exceptional client service and contribute to the success of the organization.

 Hours of Operation: Shifts will be scheduled within the following days and times Mon - Fri 7 a.m. - 6. p.m.