Client Services Representative

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Job Functions, Duties, Responsibilities and Position Qualifications: Job Summary: Interacts with clients to provide information in response to inquiries about specimen collection, submission and reporting of pathology results and to research, troubleshoot and resolve complaints regarding the laboratory's services. Essential Key Responsibilities: Researches, troubleshoots, and resolves laboratory issues to ensure client satisfaction. Answers inbound calls from clients and places outbound calls to clients in a professional and timely manner, with the goal of increasing business, client satisfaction, and client retention. Communicates patient results clearly, accurately and effectively to clients, provided patient releases are obtained prior to the release of laboratory results, in accordance with policy and procedure. Contacts clients in a timely and professional manner to: obtain and correct missing data related to the patient requisition and patient insurance such as: client information (group name, referring physician, address, and phone and fax number) patient's demographics (patient name, address, phone number, date of birth, social security number, gender, medical record number, and electronic medical record number) clinical history (past/present medical conditions, specifics of medical diagnosis or tests, treatment plans, family history, type of service, services received, dates of service, and provider of service) specimen description (size, shape, and type of specimen) billing type (client, patient, insurance, no charge) patient insurance information (insurance code, carrier name, policy number, group number, and address of insurance carrier) request add-on testing Generate and review CPT and ICD10 codes. Reviewing patient demographics and insurance information. convey when laboratory testing cannot be performed and when laboratory tests are cancelled relay changes in business hours and alternative specimen pickup schedules Serves as a resource to referring clients regarding patient results, distribution of pathology reports, specimen collection and submission requirements, testing requirements, turn-around times, test prices, supply order forms, and other laboratory policies and procedures. Acts as a dispatch service for laboratory couriers by calling for specimen pickups and distribution of laboratory supplies. Coordinates various aspects of client services quality assurance and compliance functions including documenting the client concerns and resolution on an incident report, maintain incident logs, and generating reports for management, Interacts with the laboratory, sales team, and management to escalate client dissatisfaction or requests and expedite resolutions for workflow issues. May monitor incoming/outgoing consultation cases by coordinating and tracking the transportation of slides and/or blocks. May conduct client surveys, analyze results, and provide recommendations to improve quality, efficiency, and client satisfaction. Maintains strictest confidentiality. Complies with all State, Federal, professional regulations as well as company and departmental rules, polices, and procedural manuals. Adherence to CAP, CLIA, State Regulations, HIPAA, Safety and OSHA Regulations. Performs other duties as assigned. Education/Licensure/Certification: High School Diploma or GED or equivalent work experience. Experience: Minimum of one (1) year customer/client/patient experience. Requirements : Successful completion of a pre-employment computerized data entry test and basic skills test. Successful completion of an Online Medical Terminology Program upon commencement of employment. Equipment : Computers, computer programs, information system(s), photocopiers, scanners, facsimile machines, and telephones. Knowledge/Skills/Abilities: Knowledge of laboratory policies and procedures. Knowledge of medical terminology. Knowledge of English grammar, spelling, and punctuation. Skill in using computer programs and applications. Skill in typing 40 WPM. Ability to sort and file materials correctly by alphabetic or numeric systems through a paper and/or electronic system. Ability to listen, read, understand, and follow oral, and written instruction. Ability to communicate clearly and concisely. Ability to establish and maintain positive relationships with employees, physicians, vendors, clients, and external agencies. Environmental Working Conditions: Office Setting; minimal exposure to communicable diseases, toxic substances, blood borne pathogens and chemical hazards. Physical Requirements: Physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to stand; walk; sit; use hands to finger; handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, and the ability to focus. Requires visual acuity and normal color perception. HIPAA/PHI Security Level: HIGH (Low, Medium, or High) Indicate the security access level of Protected Health Information (PHI) as necessary to perform essential key responsibilities of the position (access, utilize, disclose, store, and/ or dispose of PHI). Low -information access is of general nature representing summary type data rather than specific identifiable demographic or sensitive data. Medium - information access is specific to an individual's demographics and service information (type of service, services received, dates of service, and provider of service). High - information access is detailed and sensitive to an individual's demographics, service information, and personal medical history (past/present medical conditions, specifics of medical diagnosis or tests, treatment plans, and family history). All job requirements listed indicate the minimum level of education, knowledge, skills and/or experience necessary to proficiently perform the job. This job description is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Employees will be required to perform any other job-related duties assigned by their supervisor, subject to reasonable accommodations. Scheduled Weekly Hours: 40 Work Shift: Job Category: Administration Company: Mark & Kambour LLC **MEMBERS ONLY**SIGN UP NOW***. USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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