phlebotomy Customer Service Representatives

Client Service Representative II's handle all customer contacts received by telephone, in writing and in person.  Troubleshoot inquiries.  Follow-ups with customers on issues that cannot be resolved immediately.  Receive more complex customer issues, and resolves them to ensure satisfaction. 

May provide coaching, training and support to Customer Service Representative I and Customer Service Assistants.

Duties and Responsibilities:
1. Handles all customer inquires by telephone regarding verbal reporting or results, concerns of service failures and other duties needed to provide customer satisfaction.
2. Reports laboratory results to clients using established protocols.
3. Documents reporting or call history in the patient file and maintain appropriate records.
4. Contacts the client to resolve routine matters related to patient testing and result reporting.
5. Uses established protocols for reporting client complaints.
6. Provides research and resolution on complex issues, including those that have been referred by CSR I and Assistants.
7. May provide training to new hires.
8. Coaches less experienced staff.
9. Recognizes quality service issues and provide feedback to appropriate personnel on opportunities for improvement.
10. May assist Group Leader in the delegation of work in the absence of the supervisor or manager.
11. Has ongoing responsibility to maximize department quality and productivity by monitoring service levels and minimizing abandoned calls.
12. Other duties as required to meet the customer requirements.

Education:
· High school diploma or equivalent required.

Work Experience:
· 2-5 years clinical laboratory and/or customer service experience preferred.
· Basic typing and computer skillsSome data entry experience preferred.
· Customer service background preferred.
· Medical terminology helpfulPrevious medical or clinical laboratory background preferred.
· Word, Excel, etc skills helpful

Special Requirements:
1. Must be able to handle multiple tasks and work in a fast paced environment.
2. Must have strong communication skills. 
3. Able to speak the English language clearly and effectively communicate to caller and peer group.
4. Ability to handle stressful situations and demonstrate a potential for strong independent problem solving skills.
5. Must be able to operate basic office equipment.
6. Must demonstrate Integrity and a commitment to values.
7. Willingness to accept additional responsibilities with a positive attitude and foster teamwork.
8. Must exhibit comfortable interaction with technical staff and other departments.
9. May handle specimens.