Job Details
Job Location
Arbor Diagnostics - DALLAS, TX
Remote Type
Fully Remote
Education Level
High School
Job Shift
Day
Description
Arbor-Women’s Health Elevated is the largest privately owned, exclusively focused, full-service women’s health diagnostics company in the U.S., featuring a broad and growing portfolio of products. We are elevating women's health and creating novel technology-based solutions that allow healthcare providers to devote more time to their patients. Diagnostics services include anatomic pathology, clinical pathology, cytopathology, molecular pathology, microbiology, and genetic testing. Arbor is uniquely positioned to develop services and solutions tailored to meet the needs of a women’s health practice. Every solution is created to uniquely support women’s health providers and their patients. Learn More at www.arbordiagnostics.org.
Job Summary:
The Client Services Representative plays a vital role in ensuring exceptional client experiences. As the primary point of contact, this position builds and nurtures strong relationships, fostering trust and satisfaction. By working closely with multiple departments, the Client Services Representative efficiently addresses client and patient inquiries, ensuring seamless communication and prompt resolutions.
Duties/Responsibilities:
• Answer incoming calls, effectively troubleshoots problems and answers inquiries for clients.
• Make outbound calls to clients, internal lab departments and sales team when needed.
• Speak with customers in a courteous, friendly, and professional manner using protocol procedures.
• Manage cases and reports within Salesforce.
• Resolve open cases within Salesforce, documents actions and provides resolution back to the client.
• Ensure seamless client account management in Salesforce by accurately entering and maintaining account data within Salesforce. (Some examples but are not limited to: missing orders, incomplete orders, missing diagnosis codes, more than one order for a single patient)
• Work in multiple databases to research complex issues and questions
• Correspond with phlebotomy team, sales representatives, physicians and physicians’ staff.
• Perform cross-functional duties as directed by leadership.
• Handle various logistics responsibilities, including scheduling pickups, establishing new account pickup details, and resolving discrepancies.
• Communicate effectively with our lab partners when needed.
• Provide support for our functioning departments. Such as sales, operations, and phlebotomy.
• Maintain HIPAA compliance.
• Management reserves the right to add, modify, or change the work assignments of this position as business needs require.
Qualifications
Requirements:
• High School Diploma or GED equivalent required
• Previous experience in a customer service role
• Experience working in a contact center/call center environment is preferred
• Prior healthcare industry, such as a laboratory, physician's office or a hospital, is a plus
• Knowledge of Microsoft Office suite is required
• Experience with Salesforce.com and/or Laboratory Information Systems is preferred
• Strong verbal and written communication skills and excellent ability to listen and respond
• Must be courteous with strong customer service orientation
• Excellent multitasking abilities required
• Strong flexibility and the ability to manage and adapt to changing priorities quickly
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• employee is regularly required to talk or hear
• employee frequently is required to stand, walk, use hands to finger, handle or feel and reach with hands and arms
• employee is occasionally required to lift office products and supplies, up to 20 pounds.
Travel and Hours:
• This position is a full-time, non-exempt, remote position.
• Limited travel is required with this position (less than 10%)
Affirmative Action/EEO statement:
It is the policy of Arbor Diagnostics to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.
