PART-TIME, 20 HOURS PER WEEK, EVENING SHIFT, VARIABLE HOURS, VARIABLE DAYS WITH WEEKEND AND HOLIDAY ROTATION

SUMMARY:

The primary focus of the Outbound Customer Service Representative is to initiate clear, effective, and seamless communication regarding laboratory medicine to our valued clients. This role focuses on achieving a one call resolution and ensures a personalized experience such that the customer wants to continue to use HNL Lab Medicine as their laboratory of choice.

PURPOSE: 

The purpose of this document is to describe the general nature and level of work performed by personnel as classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

1. Displays a caring, friendly, and supportive personality with a commitment to focusing on result reporting and customer satisfaction. 
2. Understands and abides by patient confidentiality regulations. 
3. Maintains up-to-date knowledge of and adheres to the department Standard Operating Procedures (SOPs). 
4. Notifies customers of STAT, critical, and/or client requested results within their expected turnaround time while possessing a sense of urgency and professionalism. 
5. Documents all communication within the Salesforce Customer Relationship Management (CRM) platform consistently and accurately.
6. Completes hourly critical turnaround time reports while meeting callback turnaround time requirements.
7. Excels in the ability to multi task in a fast-paced environment, including but not limited to, managing two desktops to complete fax request callbacks while fielding additional calls. 
8. Possesses a strong understanding of the Laboratory Information System (LIS) functions including, but not limited to, Call Back and CoPath. 
9. Must be efficient in the ability to print reports and handles requisitions. 
10. Maintains and monitors departmental supplies and equipment. 
11. Assists other staff members in performing job duties as required. Accepts additional responsibilities during staffing shortages. Maintains work assignment flexibility and communicates ongoing/outstanding information with members of the oncoming shift. Flexibility in job location: i.e., if telecommuting, there is ability to work on site as needed.
12. Actively participates in department and group huddle discussions. 
13. Participates in the Continuous System Improvement (CSI) and continuing education programs.

Required Skills

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or GED.  Call center and/or Clinical experience preferred.

Language Ability:

Knowledge of medical terminology/human anatomy (willingness to complete medical terminology courses), information services/data processing desirable.  Must be able to read, write, and speak the English language.  Must have patience, tact, cheerful disposition and enthusiasm in order to relate to ill, disabled, elderly, emotionally upset and occasionally hostile people.

Communication Ability:  

Must have patience, tact, cheerful disposition and enthusiasm in order to relate and work with ill, disabled, elderly, emotionally upset and occasionally hostile people within the facility.

Math Ability:

Ability to add, subtract, multiple, and divide.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability:

Excellent communication, organization, interpersonal and problem-solving skills.  Discretion and confidentiality with patient data.  Ability to perform duties with accuracy and attention to detail.  Ability to work under stress and in crisis situation.

Computer Skills:

Microsoft Office Products, processing, spreadsheets, e-mail, designated laboratory and customer service software.

Certificates and Licenses:

No certification/licenses needed.

Required Experience

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or GED.  Call center and/or Clinical experience preferred.

Language Ability:

Knowledge of medical terminology/human anatomy (willingness to complete medical terminology courses), information services/data processing desirable.  Must be able to read, write, and speak the English language.  Must have patience, tact, cheerful disposition and enthusiasm in order to relate to ill, disabled, elderly, emotionally upset and occasionally hostile people.

Communication Ability:  

Must have patience, tact, cheerful disposition and enthusiasm in order to relate and work with ill, disabled, elderly, emotionally upset and occasionally hostile people within the facility.

Math Ability:

Ability to add, subtract, multiple, and divide.  Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability:

Excellent communication, organization, interpersonal and problem-solving skills.  Discretion and confidentiality with patient data.  Ability to perform duties with accuracy and attention to detail.  Ability to work under stress and in crisis situation.

Computer Skills:

Microsoft Office Products, processing, spreadsheets, e-mail, designated laboratory and customer service software.

Certificates and Licenses:

No certification/licenses needed.