Job Details
Description
Shift 11pm-7:15am
- TASKS AND RESPONSIBILITIES:
- Monitors the provided applications and tools in the system and ensure appropriate follow-up is conducted.
- Documents any escalation and reports any unresolved problems to the Call Center Supervisor and/or field operation supervisor.
- Takes client calls and handles account issues when applicable.
- Reports compliance events to the appropriate authority.
- Ensures escalation procedures are observed.
- Documents follow-up efforts by placing notes in all claims/orders.
- Conducts tracking and case follow-up of all assignments. Must control full completion of all work assignments that are given, also aiding as needed.
- Collaborates with Phlebotomy Management, Laboratory, Lab Dispatch, Customer Service, and Courier services (as needed), to ensure case completion.
- Accommodates various facility special requests, honor high priority / hot home facility laboratory orders, expedite urgent cases conducting constant follow up, and maintain a positive attitude to connecting parties to ensure excellent customer service is provided.
- Provides detailed written documentation of issues that occur. It may be necessary to conduct initial investigations of situations, or conduct troubleshooting, or oversee immediate handling of an unexpected problem.
- Notifies Supervisor of any issues that are difficult to control, or negative trends in team behavior.
- Identifies and pursues self-improvement needs, adapts to changes.
- Performs other duties as assigned, help when attendance issues arise within the office, maintaining a positive attitude, and engaging in daily teamwork.
- Assist with handling incoming calls from our facilities, phlebotomists, or in-house calls. Answers questions that the Stat Tracking team and other departments might have. If unknown, then works to get the answer and shares with the team once it’s discovered.
- Emails are to be followed up and replied to in a professional and timely manner.
REQUIRED SKILLS:
- Excellent computer keying skills required, alpha and numeric data entry skills.
- Attention to detail.
- Ability to organize and control multiple tasks at one time.
- Ability to handle large volumes of telephone assistance with various departments and connecting personnel.
- Be trustworthy and work well without direct supervision.
- Must be self-motivated, dependable, and competent.
- Proficient in computer procedures, telephone etiquette, customer service skills.
- Ability to operate a desk phone or VOIP phone application.
- Proficient in written and verbal skills in the English language.
- Ability to understand and follow written and oral instructions.
- Ability to maintain effective working relationships with customers and co-workers.
- Ability to prioritize and manage multiple tasks.
- Ability to follow directions and conduct self in a professional manner.
- Ability to explain, relay, timeline of events regarding a difficult or high maintenance issue.
- Critical thinking and active listening skills are a must, with the ability to motivate and coach staff.
Qualifications
Skills
RequiredTyping Skills Min 35 wpmIntermediateTyping Skills – 10 KeyNoviceIdentify/Resolve ProblemsIntermediateEnglish written/verbalSome KnowledgeCommunication SkillsNoviceComputer SkillsIntermediate
PreferredMedical TerminologyNoviceCustomer ServiceSome Knowledge
Behaviors
Required
Dedicated: Devoted to a task or purpose with loyalty or integrity
Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Motivations
Preferred
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Education
Preferred
High School or better.