Position Summary:
The Client Services Representative is responsible for all aspects of follow-up on each client telephone and electronic encounter. This includes answering incoming and making outgoing calls to physicians, staff and patients, as well as responding to electronic requests. The CSR will work closely with Sales and Marketing staff on relationship building for all company accounts. The CSR works with the department staff and supervisor to assure a high standard of customer service. Also assumes a proactive role for client education.
Essential Duties and Responsibilities:
Responsibilities include but are not limited to the following:
- Handle incoming calls as a priority, maintaining customer service levels as decided by the company.
- Explore with physicians and their staff whether products match the scope of physician practice. The CSR follows through with placing appropriate orders for sample collection supply kits and educational material.
- Educates physicians/staff about tests. The CSR is required to familiarize themselves with symptoms supporting, and treatment for, tests offered by the company. Patient specific cases must be referred to the Medical Education Team.
- Understand and explain to physicians and/or staff the impact of interfering substances on particular components within test profiles.
- Assist physicians and staff in determining whether a sample is adequate and/or appropriate for testing by understanding laboratory sample requirements and standards for sample acceptance.
- Record incident/complaints, and will research problems, and exercise solutions, thoroughly documenting each incident to ensure accountability. The CSR is an active participant in preventing negative issues from recurring.
- Must be knowledgeable and remain up to date on company billing policies and procedures, Medicare rules and regulations, state limitations of payment options, health care practitioner licensing limitations, and company licenses and accreditation.
- Utilizes various resources for supporting the benefits of company tests, including Internet sites, reference articles and journal publications.
Other
- Develops and constantly improves human relations skills to serve internal and external clients.
- Maintains accurate information on client accounts and documents in appropriate systems. The CSR will serve as a primary source for client information.
- Attends department meetings, and serves on committees/teams as appropriate.
- Submits periodic summaries of special projects to the supervisor.
- Within the department, the CSR reports to the Client Services Assistant Manager/Manager. In routine follow-up and troubleshooting reports, they will interact directly with all company departments, specifically through other supervisors and group leaders.
