PURPOSE AND SCOPE:
Communicates information and acts as a resource for clients by
telephone and fax. Gathers necessary information from clients to
help in providing timely and accurate laboratory results
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Accountable for outstanding customer service to all external and
Develops and maintains effective relationships through effective
and timely communication.
Takes initiative and action to respond, resolve and follow up
regarding customer service issues with all customers in a timely
Contacts clients of abnormal test results, problems with specimens
and requisitions, verify information.
Assists clients with questions regarding status of tests, test
requirements, specimen handling, etc.
Assists clients with requests for changes to their requisitions,
critical values, and patient information.
Documents all calls into appropriate systems.
Communicates with Sales and Clinical Support Reps about
Communicates with all departments to resolve client questions and
problems in a timely manner.
Acts as a resource person for complex questions regarding reports,
technical issues, dialysis procedures, etc.
Helps orient and instruct new staff.
Provides input for improvement of department policy and
May provide assistance to junior staff with more general support
tasks that require a better understanding of functions, as directed
by immediate supervisor.
May refer to senior staff for assistance with higher level problems
that may arise.
Escalates issues to supervisor for resolution, as deemed
Assists with various projects as assigned by direct supervisor.
Other duties as assigned.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment characteristics
described here are representative of those an employee encounters
while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions.
Must be able to lift up to 20 lbs.
Must be able to sit for an extended period of time.
No travel requirements
High School Diploma required
EXPERIENCE AND REQUIRED SKILLS:
1 - 2 years' related experience.
Must have excellent communication skills.
Prior experience in medical/laboratory customer service
Prior call center experience and/or multi-line phone system.
EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual
Fresenius Medical Care North America maintains a drug-free
workplace in accordance with applicable federal and state laws.