Customer Care Representative

HNL Lab Medicine; Allentown (Lehigh County); On-site; USD 34,000 - 43,000; Full time

Job summary

HNL Lab Medicine is seeking a Customer Care Representative to provide clear, friendly communication about laboratory inquiries and achieve one call resolution. This onsite role focuses on delivering a personalized experience so clients choose HNL Lab Medicine as their lab of choice.

The position requires strong multitasking, accurate data handling, and knowledge of LIS systems; familiarity with CoPath and patient confidentiality is essential, with opportunities for cross-training and growth.

Qualifications

• High school diploma or GED; call center/clinical experience preferred.
• Must read, write and speak English.
• Positive attitude with patience, tact and enthusiasm in interactions with ill, disabled, elderly, and upset clients.
• Basic math and data processing skills.
• Knowledge of Microsoft Office, email, and customer care software.

Responsibilities

• Provide clear, friendly, and professional communication to clients.
• Multitask across two desktops while handling inquiries via phone, email, fax, and other channels.
• Make outgoing calls to notify clients of results within turnaround time.
• Answer inquiries about specimen requirements, test results, dispatch requests, IT help, and schedules.
• Maintain SOPs and patient confidentiality; adhere to data privacy.
• Process data, verify demographics, print reports, and handle requisitions.
• Document communications accurately in the designated platform; use LIS tools (CoPath).
• Cross-train in Customer Care and assist with training and shift handoffs.

Skills

Clear communication

Multitasking

Customer service

Data entry

Discretion

Education

High school diploma or GED

Tools

Microsoft Office

Email software

CRM software

Laboratory software

Job description

Work Schedule:Mon-Fri 0700-1530, every other weekend and holiday rotationThe primary focus of the Customer Care Representative is to provide clear, effective, and seamless communication regarding laboratory inquiries to our valued clients. This role focuses on achieving a one call resolution and ensures a personalized experience such that the customer wants to continue to use HNL Lab Medicine as their laboratory of choice.ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:Possesses a sense of urgency while providing clear, friendly, caring, and professional communication in all verbal and electronic contact with clients showing a commitment to customer satisfaction.Excels in the ability to multitask in a fast-paced environment, including but not limited to, managing two desktops while handling customer inquiries via phone, email, fax, and other electronic communication in a timely manner to effectively provide an elevated level of customer satisfaction.Makes outgoing calls to notify clients, including but not limited to; STAT, critical, and/or client requested results within their expected turnaround time.Takes incoming calls to respond to inquiries including but not limited to; specimen requirements, test results, dispatch requests, IT Help and testing schedules.Maintains up-to-date knowledge and adheres to the department Standard Operating Procedures (SOPs). Understands and abides by patient confidentiality regulations.Performs data processing, sorts/distributes mail, prints reports, handles requisitions, and files data to include verification of patient demographics.Receives and makes an average of 6-8 calls (minimum) per hour.Documents all communication accurately within designated platform with Customer Care.Possesses a strong understanding of the Laboratory Information System (LIS) functions including, but not limited to, Call Back, CoPath, and all systems within Customer Care.Cross trains in all functions within Customer Care in performing job duties as required. Accepts additional responsibilities as needed. Maintains work assignment flexibility and communicates ongoing/outstanding information with colleagues of the oncoming shift. Provides flexibility in schedule to accommodate department workflow.Actively participates in department and group huddle discussions. Participates in the event reporting and continuing education programs.Assists with training and cross training of co-workers and/or new employees.Completes any/all tasks delegated by management.QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education/ExperienceHigh school diploma or GED. Call center and/or clinical experience preferred.Language Ability:Knowledge of medical terminology/human anatomy (willingness to complete medical terminology courses), information cares/data processing desirable. Must be able to read, write, and speak the English language. Must have patience, tact, cheerful disposition, and enthusiasm in order to relate to ill, disabled, elderly, emotionally upset and occasionally hostile people.Communication Ability:Must demonstrate and foster positive attitude with patience, tact, cheerful disposition and enthusiasm in order to relate and work with ill, disabled, elderly, and upset clients.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.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. Ability to work under stress.Computer Skills:Microsoft Office products, processing, spreadsheets, e-mail, designated laboratory, and customer care software.Certificates and Licenses:No certification/licenses needed.HNL Lab Medicine is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.Address:794 Roble RdPrimary Location:HNL- RoblePosition Type:OnsiteDepartment:1046-00012 Customer Care