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The Miriam Hospital · 1 day ago

Customer Service Rep PD

Providence, RI

Full-time

Onsite

Entry Level

$17/hr - $25.82/hr

1+ years exp

The Miriam Hospital is seeking a Customer Service Representative to perform a variety of customer service duties in the Pathology department. This role involves responding to inquiries, resolving discrepancies in laboratory samples, and acting as a liaison between clients and the laboratory.

Clinical TrialsHealth CareNon Profit

Responsibilities

Uses proper telephone etiquette, an acquired broad base of knowledge and lab system functions and other resources to resolve problems and respond to customer inquiries in addition to assisting co-workers in the research and solution of unusual or complex problems and requests

Researches and responds to interface customer concerns and problems associated with transmittal or orders and results

Acts as liaison between outreach clients and the laboratory

Performs registration and ordering functions on request

Creates a daily problem report pending log and worksheet, and notifies customers through direct telephone contact of test and sample discrepancies which cannot be resolved at initial data entry; documenting resolution of these problems through a daily resolution log and creating labels to ensure samples will be forwarded appropriately for completion of testing

Appends and deletes tests and charges from patient records as directed by technical departments or customer service; notifies the customer verbally when necessary as to the reason for the change

Provides customer field service assistance upon request to ensure smooth transition of new accounts

Responsible for the smooth transmission of information between shifts

Completes and maintains log of all telephone calls and documents disposition of all calls and referrals

Completes all required forms associated with the handling of inquiries, request and complaints in accordance with established procedures

Makes outgoing test result calls to customers as assigned; adheres to the established priority calling order and time constraints

Uses automated information system to research and resolve problems and requests by reviewing data for discrepancies and resolving discrepancies by using standard departmental procedures

Keeps all reference materials current

Complies with all company and department policies and procedures

Contributes to the team effort by accomplishing related results as needed

Qualification

Customer service experienceLaboratory knowledgeData entry skillsPC experienceInterpersonal skillsCommunication skillsConfidentiality

Required

A high school diploma or equivalent

Broad knowledge of specimen requirements for medical laboratory tests and requirements for different methods of sample preservation

Ability to read and comprehend simple instructions and short correspondence

Ability to document medical information as relayed by telephone maintaining confidentiality

Interpersonal and communication skills to exchange factual information with physicians, nurses, external laboratories, etc. regarding laboratory services, test results and test procedures

Demonstrated knowledge and skills necessary to provide care to patients with consideration of aging processes, human development stages and cultural patterns in each step of the care process

One to three years related experience in a customer service environment or related health care environment, with at least two years working in a clinical laboratory

Data entry skills and PC experience required