Full-time, 40 hours per week, day shift, Monday-Thursday & Saturday The schedule for this position is as follows: Monday 2pm-10:30pm Tues-Thurs 12pm-8:30pm Sat. 8am-4:30pm Off Friday & Sunday Summary:
- Delegates, guides, and executes assigned day-to-day tasks to team members to gain synergies and to ensure coverage of all functions. Assists with training and cross training of team members to maximize employee potential.
- Creates, inspires, motivates, and monitors a cohesive team to work together to perform at their optimum to achieve department goals. Empowers team members skills to improve their confidence, product knowledge, and communication. Provides guidance and instruction as delegated by management.
- Excels in the ability to multitask in a fast-paced environment. Makes real time decisions via call que and/or task monitoring to maximize workflow to ensure client satisfaction.
- Cross trains in all functions within Client Service and assists staff in performing job duties as required. Maintains work assignment flexibility and communicates ongoing/outstanding information with colleagues and management. Provides flexibility in schedule and accepts additional responsibilities to accommodate department workflow. Assists with on-call coverage as needed.
- Receives and makes an average of 10-12 calls (minimum) per hour. Takes incoming calls to respond to inquiries including but not limited to, specimen requirements, test results, patient billing, dispatch requests, IT Help and testing schedules. Makes outgoing calls to notify clients of results including but not limited to: STAT, critical and/or client requested results within their expected turnaround time.
- Possesses urgency while providing clear, concise, friendly, caring, and professional communication in all verbal and written communication displaying commitment to customer satisfaction. Documents all communication accurately within designated platform.
- Understands and abides by patient confidentiality regulations.
- Maintains up to date product knowledge and adheres to department standard operating procedures (SOPs). Attends training or project events as needed. Participates in continuing education programs.
- Possesses a strong understanding of the Laboratory Information System (LIS) functions including, but not limited to, Sunquest, Smarterm, Salesforce, Gateway, CoPath, and all systems within Customer Service.
- Participates as a liaison in the electronic channels of all associated software applications regarding direct written and verbal communication with clients, customers, patients, and HNL support teams.
- Participates in the Continuous System Improvement (CSI) and continuing education programs. Recommends process improvement ideas.
- Provides accurate direction and support to Customer Service leadership to facilitate the successful completion of HNL’s targets and performance goals. May participate in call monitoring and provide feedback if needed.
- Completes any/all tasks delegated by management.
Required Skills Required Experience Qualifications: A. Education/Experience: High School diploma or GED. One year of experience in the Customer Care Department or two years of call center experience preferred. B. Language Ability: Knowledge of medical terminology/human anatomy (willingness to complete medical terminology courses), information services/data processing desirable. Must be able to read, write, and speak the English language. Ability to work independently, good organizational and human relation skills, has leadership and teaching abilities. Uses professional and occasionally scripted verbal and electronic communication. C. Communication Ability: Demonstrates initiative and good judgment, excellent verbal and written communication skills, absolute integrity and professional discretion with patient information and results, ability to work under pressure, reasoning ability and good independent judgment. Excellent English comprehension and verbal skills. D. Math Ability: Ability to add, subtract, multiple, and divide. Ability to perform these operations using units of American money and weight measurement, volume, and distance. E. Reasoning Ability: Excellent communication, organization, interpersonal and problem-solving skills. Discretion and confidentiality with patient data. Ability to perform duties with accuracy and attention to detail. F. Computer Skills: Microsoft Office Products, processing, spreadsheets, e-mail, designated laboratory and customer service software. G. Certificates and Licenses: No certification/licenses needed.
feedback Multitasking Computer Skills Communication Verbal communication Process improvement Training Problem-solving Written communication skills Leadership