Patient Customer Service Agent (FT, 40 Hours) at BioReference Labs in Elmwood Park, New Jersey

Job Description:

This is an exciting time to join our dynamic organization. OPKO Health is a diversified healthcare company that seeks to establish industry-leading positions in large, rapidly growing markets, including pharmaceuticals, diagnostics, and biologics. OPKO's diagnostics business includes BioReference Laboratories, the nation's third-largest and fastest growing clinical laboratory over the last 35 years, which provides diagnostic testing to physician offices, hospitals, and clinics, among others, and GeneDx, a rapidly growing genetics and genomics laboratory that applies cutting edge technologies to make efficient clinical diagnostic testing and interpretation available for individuals with rare and common genetic conditions. Come join our team and become part of something big, by making our patients and customers the highest priority.

We are looking for aPatient Customer Service Agent (40 hours per week) in our Elmwood Park, NJ location.

Duties and Responsibilities:

• Track specimens to ensure all samples have been received in the lab and report out within turnaround time (TAT).


• Ensure that all Tracking is up to date to ensure client communication


• Contact Scarlet Clients/Patients regarding tests not performed, document and notify the Scarlet Health Coordinator team accordingly


• Provide Customer Service to Scarlet Health Patients and Providers. Answer questions related to portal assistance, scheduling, changing and cancelling appointments. Answer general questions regarding upcoming appointments/services and pricing


• Assist patients with all questions/concerns with empathy. Listen and understand their concerns and provide solutions


• Understand the importance and urgency of providing elite clientele with results in contracted and requested time frames


• Report laboratory results using established protocols


• Serve as a resource to customers regarding test requirements, specimen submission and other laboratory policies and procedures


• Identify, research and resolve customer issues utilizing appropriate staff and resources to ensure customer satisfaction


• Notify management for sample locators and client alerts/issues


• Other duties as required to ensure customer satisfaction


• Understand the importance of Quality Service(“Deliver the best Customer Service in the Industry”)


• Identify opportunities for process improvement and communicate these to lead

• HS degree or equivalent

• 1-2 years of relevant customer service experience (Preferred)


• Excellent communication skills.Ability to effectively and positively interact and communicate with inter/intra departmental personnel


• Must be able to multi-task, prioritize and manage time efficiently.


• Speak and write English clearly and effectively


• Able to type at least 30 WPM


• Computer literate, working knowledge of Microsoft applications (Word, Excel, Outlook)

• Ability to handle stressful situations


• Strong problem solving skills


• Team player


• Embrace and utilize the Customer Service Excellence tools and techniques


• Professional at all times


• Ability to accept and embrace change


• Ability to operate basic office equipment