This Remote position is responsible for receiving and processing customer orders by telephone or fax and ensuring all customer requests are handled in a prompt, efficient, courteous and professional manner. The Lab Specialist will process all customer orders in accordance with the established company standards and procedures. As one of the primary points of contact with the customer, the Lab Specialists responsibility is to make a concerted effort to listen to the customer’s needs and provide them with a positive experience. The Lab Specialist is also responsible for coordinating the flow of the patient’s lab results in Copia and Soft program, including working with any outside reference labs when necessary. The Lab Specialist will be cross trained in the other positions within the department and when needed, will be asked to perform these functions as well.
TASKS AND RESPONSIBILITIES:
Provide prompt, accurate and courteous responses to customers
Solve routine and complex problems (Contact supervisor immediately for problems unable to solve)
Answer incoming customer service orders as soon as possible
Display active listening and superior customer service skills for both external & internal customers.
Document activity to the Copia system
Consistently check appropriate Copia screen for report results
Display the ability to enter orders manually via our fax process
Display the ability to operate the phone system effectively
Adhere to work schedule
Other duties as assigned
Ability to work independently and as a team
Must demonstrate the ability to perform the different tasks they have been trained for in the call center. The retention of this knowledge is a critical part of cross training the call center personnel
Strong customer service skills
Solid communication skills (including verbal, written and listening skills)
Solid problem solving and decision-making abilities
Good organizational skills
Execute and prioritize multiple tasks
Ability to type 35 – 40 words per minute
Flexible and adaptable to change
Medical terminology / experience preferred but not required
A minimum of a High school Diploma or equivalent required
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.
The noise level in the work environment is usually moderate.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)