About HNL Lab Medicine: Headquartered in Allentown, Pa operating for over 20 years, HNL Lab Medicine is a leading multi-regional, full-service medical laboratory providing testing and related services to physician offices, hospitals, long-term care facilities, employers, and industrial accounts. Our patients are more than just test tubes. We understand the impact each test we analyze has on our patients' lives and we never take that responsibility lightly. We operate more than 50 patient service centers in Pennsylvania and work with more than 10 hospital systems.SUMMARY: The primary focus of the Outbound Customer Service Representative is to initiate clear, effective, and seamless communication regarding laboratory medicine to our valued clients. This role focuses on achieving a one call resolution and ensures a personalized experience such that the customer wants to continue to use HNL Lab Medicine as their laboratory of choice. ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:
Possesses a sense of urgency while providing clear, friendly, caring, and professional communication in all verbal and electronic contact with clients showing a commitment to customer satisfaction.
Excels in the ability to multitask in a fast-paced environment, including but not limited to, managing two desktops while handling customer inquiries via phone, email, fax, and other electronic communication in a timely manner to effectively provide an elevated level of customer satisfaction.
Makes outgoing calls to notify clients, including but not limited to; STAT, critical, and/or client requested results within their expected turnaround time.
Takes incoming calls to respond to inquiries including but not limited to; specimen requirements, test results, patient billing, statement inquiries, dispatch requests, IT Help and testing schedules.
Maintains up-to-date knowledge and adheres to the department Standard Operating Procedures (SOPs). Understands and abides by patient confidentiality regulations.
Performs data processing, sorts/distributes mail, prints reports, handles requisitions, and files data to include verification of patient demographics and billing information in the financial system.
Receives and makes an average of 10-12 calls (minimum) per hour.
Documents all communication accurately within designated platform with Client Service.
Possesses a strong understanding of the Laboratory Information System (LIS) functions including, but not limited to, Call Back, CoPath, and all systems within Customer Service.
Cross trains in all functions within Client Service in performing job duties as required. Accepts additional responsibilities as needed. Maintains work assignment flexibility and communicates ongoing/outstanding information with colleagues of the oncoming shift. Provides flexibility in schedule to accommodate department workflow.
Actively participates in department and group huddle discussions. Participates in the Continuous System Improvement (CSI) and continuing education programs.
Assists with training and cross training of co-workers and/or new employees.
Completes any/all tasks delegated by management.
Required SkillsQUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education/Experience: High school diploma or GED. Call center and/or Clinical experience preferred. Required ExperienceFull-time