Customer Service Representative IV
Sonic Healthcare USA

Job Functions, Duties, Responsibilities and Position Qualifications:

Job Description

Position Summary:

Responds to requests initiated by customers. Responsible for delivering high quality service on all inbound or outbound calls in assigned phone queues.

Duties & Responsibilities:

• Utilizes customer service skills to effectively and efficiently handle telephone calls.
• Effectively utilizes departmental resources to maximize productivity, determine priority and ensure quality service.
• Handles administrative duties that may include maintaining records.
• Troubleshoots inquiries and follow up on issues that cannot be resolved immediately.
• Adheres to departmental policies and procedures.
• Effectively resolves priority complex calls, emails and duties.
• Responds to quickly and accurately a higher volume than CSRIII expectations.
• Assists supervisor and serves as a technical resource for the department.
• Uses initiative and independent judgment within procedural guidelines.
• May work directly with pathologists to resolve cases.
• Performs all other duties as assigned.

Education and Experience:

• Required: Associates or Bachelors of Science Degree in medical technology, clinical laboratory, chemical, physical, biological science or graduation from a school of Histotechnology obtained from an accredited institution.
• Preferred:

• Three years of experience in customer service and/or healthcare

Licensure and Certifications:

• Required: State licensure if applicable
• Preferred:

• Certified in the area of Clinical Laboratory Science by the American Society of Clinical Pathologists

Knowledge, Skills, and Abilities:

• Ability to communicate effectively, both orally and in writing
• Ability to work independently, be attentive to detail, and provide quality work
• Ability to handle difficult situations involving patients, physicians, or others in a professional manner
• Ability to work well with others in a team-oriented environment
• Flexibility to support the needs of the organization
• Ability to establish and maintain positive relationships with employees, physicians, vendors, clients, and external agencies
• Ability to maintain the confidentiality of employee, patient, client, and company information at all times
• Ability to demonstrate commitment to compliance with applicable laws: federal and state regulations, including CAP, CLIA, HIPAA, Safety, and OSHA Regulations
• Ability to demonstrate respect for all individuals, adhere to the Company's values and business practices, and do both consistently
• Demonstrates the ability to maintain cultural competence
• Proficient with related software

Physical Requirements:

• Requires sitting for long periods of time.
• Requires manipulation of tools, objects, and equipment using the following physical motions: pushing, pulling, lifting, reaching above shoulder height, grasping with one hand or both, extensive typing, twisting and reaching.
• Routinely requires coordination of two or more physical operations.
• Requires ability to hear audible sounds via headset or telephone handset.

Work Conditions:

Environmentally controlled medical office environment with exposure to noise. Fast-paced environment with occasional high pressure or emergent situations.

This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.

NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Scheduled Weekly Hours:
40

Work Shift:

Job Category:
Laboratory Operations

Company:
Clinical Pathology Laboratories, Inc.

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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