Job Description

The Client Service Representative II works in a department where the primary goal is service and he or she serves as a primary contact for external and internal customers. Main duties include providing accurate and timely information and technical problem resolution regarding diagnostic laboratory testing. This is a 2nd shift position that works a total of 40 hours in the bi-weekly pay period. Hours are1 2pm-8:30pm. Weekend and holiday rotation (varying start times on both 1st and 2nd shift).

The ideal candidate must possess:

• Associate degree in Laboratory Science, i.e., Medical Laboratory Technician; OR
• Bachelor’s degree in a science field such as Applied Science, Biology, Chemistry, Microbiology, etc.; OR
• Associate degree (non-MLT) and successful work experience of a minimum of six months (1,040 hours) in a healthcare environment, preferably in a clinical laboratory.
• Demonstrated excellent customer service skills with clients, including physicians and staff. Important skills include maintaining a positive, patient, and helpful demeanor on the phone. Using professional language and correct grammar, speaking clearly and concisely when working with clients.

ESSENTIAL FUNCTIONS

• Promptly answers phones, obtaining complete and accurate information. Actively monitors the call queue, assisting with incoming calls outside of regular job assignment.
• Efficiently monitors "Call Back" computer and promptly notifies clients with the results. Completes call back entries and monitors STATS according to procedure.
• Accurately verifies and corrects discrepancies pertaining to billing, medical record numbers, patient numbers, etc., alerting Client Service Representatives III or Manager of discrepancies.
• Strong conflict resolution skills including handling delicate issues and educating clients when errors occur.
• Effectively resolves EPIC related issues and communicates to appropriate personnel for efficient problem resolution.
• Corrects equipment malfunctions, or notifies supervisor on a timely basis if unable to correct.
• Prepares and retrieves specimen samples as necessary or appropriate for skill base. Notifies receiving department of add-on requests according to protocol.
• Possesses strong investigative skills to identify and document incidents and errors on forms.
• Accurately sorts, files, and stores forms, reference lab results, and PHI for all clients.
• Abides by HIPAA regulations for the disclosure of test results and ensures that all fax transmissions are completed according to established protocol.
• On weekends and other applicable weekday times, utilizes VCR for STAT and will call requests; faxes and tubes "Add-On' forms to clients.
• Operates copy machines, facsimile machines, and other office equipment as required.
• Participates in and successfully completes all competency assessments/challenges specific to this position.

Company Description

Wisconsin Diagnostic Laboratories provides expert, full service laboratory services to our clients. We perform over 5 million tests annually with test capabilities that match the largest labs in the world. We provide expert academic care in every community. We combine our robust test menu, expert faculty and staff with compassionate customer care and logistical support that is unparalleled.