POSITION PURPOSE

Representatives provide customer support to client callers and assist Client Service Specialists in maintaining service excellence. Respond to client inquiries, research test information, assist with transmitting reportable results to government agencies, and monitor pending test lists.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

1. Answer client phone calls and assist clients with inquiries test information and patient results. May refer complex issues to the appropriate Client Service Specialist.

2. Reconcile pending test lists from clients and monitor and investigate tests pending at referral laboratories.

3. Reconcile Warde daily and/or weekly pending lists.

4. Provide assistance to Client Service Specialists by researching test information, entering client responses to problems in the LIS, and calling clients as needed.

5. Assist Client Services manager with special projects.

6. Demonstrates accountability by communicating with colleagues on other shifts to resolve client concerns.

7. Maintains rapport with colleagues in other departments to provide service excellence to clients.

8. Responsible for daily EPI reporting and obtaining missing patient demographic information from clients.

9. Reviews cytogenetic reports in LIS for completion and enters results for incomplete tests.

10. Assist with reference lab reporting.

11. Provide assistance to clerical staff transmitting reportable infectious disease results to government agencies.

12. Maintains proficiency in all computer systems necessary for performing job duties.

13. Maintains good rapport and cooperative relationships. Approaches conflict in a constructive manner. Helps identify problems, offer solutions and participate in resolution.

This is a partial list of the job duties.

REQUIRED EDUCATION AND EXPERIENCE

Education:

High school diploma or equivalent

Experience:

Previous client service and/or laboratory experience preferred.

REQUIRED SKILLS AND ABILITIES

1. Excellent telephone skills required.

2. Ability to operate copiers, computers, fax machines, printers, telephones, and other office equipment.

3. Strong interpersonal and communication skills necessary.

4. Excellent computer skills and proficiency in Excel required.

5. Ability to learn and navigate as necessary for essential job duties.

Our Commitment

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.