Remote Customer Service Representative

Must-haves:
• High School Diploma or GED equivalent required
• 1+ years of experience in a customer service role...
• Experience working in a contact center/call center environment
• Bilingual in English and Spanish
• Knowledge of Microsoft Office suite, specifically Outlook and Teams
• Strong verbal and written communication skills and excellent ability to listen and respond
• Must be courteous with strong customer service orientation
• Excellent multitasking abilities required
• Strong flexibility and the ability to manage and adapt to changing priorities quickly

Pluses:
• Bilingual in English and Spanish is highly preferred
• Associate's or Bachelor's degree highly desired
• Prior healthcare industry, such as a physician's office or a hospital highly is a plus
• Experience with Salesforce.com and/or Laboratory Information Systems is preferred

Job Description:

An employer in the lab diagnostic industry is looking for a fully remote Customer Service Representative to join their team. This is a true call center environment servicing mostly inbound calls and occasionally making outbound calls. This position will work with physician offices, hospital laboratories, patients and internal customers to ensure that all client needs are addressed accurately and efficiently. The Customer Service Representative will provide product education and handle a wide variety of questions while ensuring a world-class customer experience. The ideal candidate will be passionate about Customer Service and motivated to work with a customer centric team in an innovative company.

Responsibilities: • Act as a liaison between the employer, the customer base and patients • Resolve routine requests via inbound, outbound calls, or the Internet for both customers and patients • Customer support responsibilities: • Provide customers information regarding diagnostic results, test information, test pricing, and adding on additional testing • Speak with customers in a courteous, friendly, and professional manner using protocol procedures • Inquire, clarify, and confirm customer requirements and understanding of the solution • Provide additional customer education and information as needed • Qualify and establish inbound new customers requesting employer's products and services • Notify clients of test results in a timely and accurate manner • Patient support responsibilities: • Provide patients information regarding scheduling appointments, location details, pricing information, and general questions • Speak with patients in a courteous, friendly, and professional manner using protocol procedures • Work in multiple databases to research complex issues and questions • Review test forms for accuracy and report any discrepancies • Participate in activities designed to improve customer satisfaction and business performance • Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance

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