Client Engagement Specialist – Remote, (1474)

TriCore Reference Laboratories; Albuquerque (NM); Hybrid; USD 19,000 - 30,000; Full time

Job summary

TriCore Reference Laboratories in Albuquerque, NM is seeking a Client Engagement Specialist to deliver exceptional customer service on calls, emails and written inquiries. The role starts on-site during an 8–12 week training period, with potential remote work after successful training based on performance and business needs.

You will communicate with patients, physicians and internal teams, resolve issues promptly, and maintain professional, empathetic interactions while meeting department

Qualifications

• Experience in multi-tasking and handling sensitive information with accuracy.
• Strong communication and problem-resolution skills with customers.
• Able to type accurately and work with multiple applications simultaneously.

Responsibilities

• Provide first-level customer service on calls, email and written inquiries.
• Communicate with patients, physicians, providers and internal customers to resolve issues promptly.
• Support department metrics and participate in training and onboarding activities.
• Escalate complex issues to Client Engagement Leadership as needed.

Skills

Customer service

Multitasking

Communication

Problem solving

Typing speed

Education

High school diploma

Job description

Schedule Monday Friday 1300 1700 with weekends holidays on call and other shifts as needed Location WoodwardRemote SalaryHourly Hourly

Position Job Summary

This position requires on site attendance at our Albuquerque NM office every day during the initial training period which lasts approximately 8 12 weeks After successfully completing training you may be considered for remote work based on performance and business needs Onsite training required but once training is complete position can work remotely As a Client Engagement Specialist you will provide excellent customer service on all transactions and are responsible for communicating with customers including patients physicians providers and internal customers and provide accurate and timely resolution to all inquiries and issues Ensure callers receive exceptional customer service when responding to telephone e mail or written inquiries Perform all duties under general supervision Call volume often requires performing department functions at an increased pace while maintaining quality The CES must be service oriented individuals able to communicate effectively and display a professional and positive demeanor The CES needs to relate well to the customer think and exercise sound judgment and act responsibly in the customers and the companys interest

ESSENTIAL FUNCTIONS

1. 1 After training period show proficiency and have documented competency with various applications websites and functions
2. 2 Provide first level support on incoming calls from internal and external customers using appropriate iCARE guidelines and skills taught in identified Customer Service training module
3. 3 Work Directly with Client Engagement Leadership as needed for escalated calls regarding complaints complex issues beyond agents scope etc
4. 4 Awareness of and participation in all Department metrics and goals designed to maximize quality and efficiencies to meet department goals and department Quality Indicators
5. 5 Read and understand all Department Policies and Procedures related to Client Engagement and to TriCore
6. 6 For promotion eligibility must meet all current Department Metrics and accuracy standards for 10 of 12 months in a rolling calendar year
7. 7 Perform other assigned duties to meet the customers requirements with direction of leadership The above statements describe the general nature and level of work being performed by individuals assigned to this classification This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified

General Requirements

Experience in multi tasking strong attention to detail dealing with sensitive information and problem resolution while providing exceptional service Be able to articulate with customers and have persuasion negotiating and retention skills Ability to be empathetic and exercise key listening skills Work effectively in a team environment contributing to the success of the call center and organization Achieves personal metrics and goals set forth by the organization Work on a schedule that is set in advance for all functions lunches and breaks Attends training as required and is expected to be punctual Accurate and fast typing required Flexibility is required and must be able to work a holiday rotation schedule on call schedule and overtime when required Be comfortable on a computer with dual screens and a headset and know your way around the Internet and basic computer applications Will be learning laboratory terminology in Clinical and Anatomic Pathology If you are presented a phone call and you get excited about the opportunity to wow customers then we look forward to reviewing your application

Minimum Qualifications

MINIMUM EDUCATION High school diploma or equivalent OTHER REQUIREMENTS A grade of average on the alphanumeric typing test 40005999 keystrokes PREFERENCES Associates degree in related field preferred Completion of appropriate medical certificate training program Knowledge of laboratory tests medical terminology Proficient computer skills and ability to use multiple applications simultaneously Selected CES candidates will be placed as a CES I II or III based on experience as detailed below

CLIENT ENGAGEMENT SPECIALIST I

Meet one of the following Six 6 months experience in a clinical laboratory or medical settingSix 6 months customer service experiencePost high school education andor experience may be substituted one for the other

CLIENT ENGAGEMENT SPECIALIST II

Meet one of the following One 1 year relevant experience at TriCoreTwo 2 years relevant experience in a clinical laboratory or medical settingThree 3 years customer service experiencePost high school education andor experience may be substituted one for the other

CLIENT ENGAGEMENT SPECIALIST III

Meet one of the following Two 2 years relevant experience at TriCoreThree 3 years relevant experience in a clinical laboratory or medical settingFour 4 years customer service experience or equivalent combination of education and experience

TriCore is New Mexicos largest laboratory employing more than 1400 individuals who serve in a broad range of positions We are dedicated to improving the quality of care for our communities and also our employees We foster a culture of integrity are dedicated to excellence and are looking for passionate individuals with a desire to have an impact in patient care the core of our strategy We offer excellent benefits including medical dental vision and life insurances 401k retirement plan with employer matching PTO and paid holidays as well as opportunities for continuous learning education assistance wellness programs career advancement and the ability to share in our genuine commitment to the health of our communities We offer a variety of shifts at multiple locations