This is an exciting time to join our dynamic organization! BioReference, an OPKO Health company, is the largest full service specialty laboratory in the United States that gives healthcare providers and patients the power to make confident healthcare decisions. With a focus on oncology, urology and women's health, BioReference offers comprehensive test solutions and unparalleled expertise based on a 40 year legacy of proven science and exceptional service. Join our team and become part of the journey in 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
Education:
HS degree or equivalent
Experience and Required Skills:
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
BioReference Laboratories is an Equal Opportunity Employer.