Full Time - Client Services Representative

clinpathdiagnostics; Tempe (AZ); On-site; USD 42,000 - 52,000; Full time

Job summary

Clin-Path is seeking a Client Services Representative in Tempe, AZ. The role provides frontline phone support, scheduling, data entry, and patient information requests while ensuring privacy and regulatory compliance.

You will manage user accounts, handle pathology report requests, run daily reports, and support dispatch of specimen pickups. Strong Microsoft Office skills and excellent communication are required.

Qualifications

• High School Diploma or GED required.
• Developed and competent computer skills.
• Experience with Microsoft Office Suite products.
• Effective oral and written communication skills.

Responsibilities

• Answer incoming calls and route to the appropriate department.
• Check visitors in and inform their sponsor/contact.
• Set up user accounts and reset passwords.
• Handle requests for pathology reports and additional testing.
• Maintain customer files and records.
• Run daily reports for Client Delivery.
• Assist with dispatching of specimen pickups to courier team.
• Monitor incoming faxes and forward to the appropriate person/department.
• Respond to patient information requests while protecting privacy.
• Follow HIPAA, OSHA, CAP, CLIA and other regulatory requirements.

Skills

Customer service

Database management

Communication

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

Job Summary

Hours: Monday-Friday 8:30am-5:00pm

The role of the Client Services Representative requires exceptional customer service abilities as well as experience with the Microsoft Office Suite products. In this position, the roles and responsibilities include front‑line phone service, scheduling specimen pickups for delivery to the laboratory, database management, handling customer concerns, setting up user accounts, supply as it relates to customer support, and other duties as deemed necessary by the department supervisor/manager. The position is also required to adhere with HIPAA, OSHA, CAP, CLIA and other regulatory agencies as they relate to the duties. Employees are responsible for following all company policies and procedures. These policies and procedures will include adherence to all regulatory and safety standards in performing all aspects of the functions below.

Essential Functions

1. Answer incoming phone calls and either handle the request or dispatch the call to the appropriate person/department.
2. Check visitors in and inform their sponsor/contact.
3. Set up User Accounts, reset passwords, and assign LIS portal permissions as required.
4. Handle customer requests for Pathology Reports and additional testing.
5. Handle customer issues while being compassionate and sensitive to their needs.
6. Maintain customer files as required.
7. Organize, file, scan, sort, store, and dispose of paperwork.
8. Run daily reports for Client Delivery.
9. Provide general support for dispatching of will‑call specimen pickups to courier team.
10. Assist with maintaining supplies and ordering as it relates to client supplies.
11. Monitor incoming faxes and dispatch or forward to appropriate individual and/or department.
12. Receive and distribute US Mail.
13. Respond to the needs of patients in requests for patient health information.
14. Know HIPAA rules and regulations.
15. Follow instructions with little supervision.
16. Perform any/all other duties as assigned related to the Client Services Department.

Lead Responsibilities

All duties listed above (some of the duties above may be required only as a backup for time off, short staffing, etc.). The primary Lead responsibilities are listed below.

1. Handle escalations and higher‑level Client Services issues, questions and concerns.
2. Liaison with other department heads for escalation and interdepartmental communication.
3. Proactively manage workflow and clean up outstanding tasks.
4. Oversee the HIPAA Log.
5. Build new account profiles as required.
6. Manage periodic emails from billing regarding verification and appropriate changes to Novopath cases.

Physical/Mental Demands, Environment

• Must have excellent customer service skills.
• Must be able to speak cohesively, patiently, and compassionately with clients and patients.
• Must be able to switch focus quickly.
• Must be comfortable working as a member of a team.
• Must be able to lift 30 lbs.
• Must be able to work in a laboratory setting.

Equipment Used

1. Computer/Network Equipment
2. Phone and Fax Machines
3. Printers/Scanners

Supervisory Responsibilities

None

Minimum Qualifications

Required Qualifications

• High School Diploma or GED
• Developed and apparent computer skills.
• Experience with Microsoft Office Suite products.
• Effective oral and written communication skills.

Preferred Qualifications

• Medical Laboratory / Pathology related experience; > 1 year preferred.
• Customer Service experience; > 1 year preferred.

Work Environment

Clin‑Path provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, and gender identity. Clin‑Path complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Benefits

Clin‑Path Associates offers nationally competitive compensation and benefits. Our benefits program provides a comprehensive array of services to our employees including, but not limited to health insurance (primarily covered by the company), dental insurance (100% covered by the company), vision insurance, paid time off, retirement contributions (401k), and flexible spending account (FSA).