Apply on Employer Site

Luminis Health · 4 days ago

Customer Service Rep - Lead (Lab)

Annapolis, MD

Full-time

Onsite

Senior Level

$20/hr - $24.90/hr

5+ years exp

Luminis Health is a healthcare organization seeking a Customer Service Rep - Lead to provide excellent customer service while communicating with patients and staff. The role involves overseeing daily workloads, managing customer inquiries, and maintaining laboratory supplies and workflow.

Health CareMedicalNon Profit

Responsibilities

Communicates with patients, medical staff, hospital staff and visitors in a professional manner providing excellent customer service as reflected in AAMCs policies and practices

Espouses the principals of Lean Thinking and creates a work environment that positively promotes process improvement

Explores opportunities to add value to job (innovative ideas) to benefit the organization and taking ownership of the outcome

Proactively finds other work-related tasks during low census

Maintains safe and clean working environment by complying with procedures, rules, and regulations and that allows for easy staff interchange

Maintains inter- and intradepartmental work flow by fostering a spirit of cooperation (hand offs)

Maintains laboratory supplies inventory and conserves laboratory resources by using equipment and supplies as needed to accomplish job results

Performs preventative maintenance and troubleshoots problems to the full extent of ability

Provides oversight for the daily workload by setting work pace, coordinating work assignments based upon skill level or meet turn-around-time and productivity goals (includes downtime activity, meal breaks, shift transitions, schedules, huddles)

Serves as a point of contact for customer inquiries

Answers the phone courteously and professionally and as per department guidelines, responds to inquiries, and refers all calls as appropriate

Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller

Answers incoming customer calls regarding billing issues, product problems, service questions and general client concerns

Manages multiple calls at a time

Assists with the training and orientation of new staff

Registers specimens and orders appropriate tests in Laboratory Information System (LIS) as requested by authorized provider by accurately reading and interpreting orders and being familiar with test mnemonics

Actively participate in the laboratory quality plan/program (ex. investigative reports, notification of delays, etc.)

Resolves service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Qualification

Laboratory experienceSupervisory skillsCertified Healthcare Access AssociateLaboratory terminologyVerbal communicationWritten communicationCustomer serviceProcess improvementProblem-solving