TriCore Reference Laboratories · 1 week ago
Client Engagement Specialist - Woodward
Albuquerque, NM
Full-time
Hybrid
New Grad, Entry, Mid Level
0+ years expTriCore Reference Laboratories is New Mexico’s largest laboratory, dedicated to improving the quality of care for communities. As a Client Engagement Specialist, you will provide excellent customer service and support to various customers, ensuring timely resolution of inquiries and issues.
Health CareMedicalTest and Measurement
Responsibilities
Provide excellent customer service on all transactions and are responsible for communicating with customers including patients, physicians, providers, and internal customers, and provide accurate and timely resolution to all inquiries and issues
Ensure callers receive exceptional customer service when responding to telephone, e-mail or written inquiries
Perform all duties under general supervision
Call volume often requires performing department functions at an increased pace while maintaining quality
Show proficiency and have documented competency with various applications, websites and functions after training period
Provide first-level support on incoming calls from internal and external customers using appropriate iCARE guidelines and skills taught in identified Customer Service training module
Work Directly with Client Engagement Leadership as needed for escalated calls regarding complaints, complex issues beyond agent’s scope, etc
Awareness of and participation in all Department metrics and goals designed to maximize quality and efficiencies to meet department goals and department Quality Indicators
Read and understand all Department Policies and Procedures related to Client Engagement and to TriCore
For promotion, eligibility must meet all current Department Metrics and accuracy standards for 10 of 12 months in a rolling calendar year
Perform other assigned duties to meet the customer’s requirements with direction of leadership
Qualification
Required
High school diploma or equivalent
Experience in multi-tasking, strong attention to detail, dealing with sensitive information, and problem resolution while providing exceptional service
Be able to articulate with customers and have persuasion, negotiating and retention skills
Ability to be empathetic and exercise key listening skills
Work effectively in a team environment, contributing to the success of the call center and organization
Achieves personal metrics and goals set forth by the organization
Work on a schedule that is set in advance for all functions, lunches and breaks
Attends training as required and is expected to be punctual
Accurate and fast typing required
Flexibility is required and must be able to work a holiday rotation schedule, on call schedule and overtime when required
Be comfortable on a computer with dual screens and a headset and know your way around the Internet and basic computer applications
Will be learning laboratory terminology in Clinical and Anatomic Pathology
Selected CES candidates will be placed as a CES I, II, or III based on experience as detailed below
CLIENT ENGAGEMENT SPECIALIST I Meet One Of The Following: Six (6) months experience in a clinical laboratory or medical setting
CLIENT ENGAGEMENT SPECIALIST I Meet One Of The Following: Six (6) months customer service experience
CLIENT ENGAGEMENT SPECIALIST I Meet One Of The Following: Post high school education and/or experience may be substituted one for the other
CLIENT ENGAGEMENT SPECIALIST II Meet One Of The Following: One (1) year relevant experience at TriCore
CLIENT ENGAGEMENT SPECIALIST II Meet One Of The Following: Two (2) years relevant experience in a clinical laboratory or medical setting
CLIENT ENGAGEMENT SPECIALIST II Meet One Of The Following: Three (3) years customer service experience
CLIENT ENGAGEMENT SPECIALIST II Meet One Of The Following: Post high school education and/or experience may be substituted one for the other
CLIENT ENGAGEMENT SPECIALIST III Meet One Of The Following: Two (2) years relevant experience at TriCore
CLIENT ENGAGEMENT SPECIALIST III Meet One Of The Following: Three (3) years relevant experience in a clinical laboratory or medical setting
CLIENT ENGAGEMENT SPECIALIST III Meet One Of The Following: Four (4) years customer service experience or equivalent combination of education and experience
Preferred
Associate's degree in related field preferred
Completion of appropriate medical certificate training program
Knowledge of laboratory tests/medical terminology
Proficient computer skills and ability to use multiple applications simultaneously
Benefits
Medical
Dental
Vision
Life insurances
401(k) retirement plan with employer matching
PTO
Paid holidays
Opportunities for continuous learning
Education assistance
Wellness programs
Career advancement
Company
TriCore Reference Laboratories
TriCore Reference Laboratories is a clinical information company that offers laboratory research and testing facility for health management.
1001-5000 employees
H1B Sponsorship
TriCore Reference Laboratories has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2021 (1)
Funding
Current Stage
Late StageLeadership Team
Robin Divine
President & CEO
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