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Hiring Lead – Customer Service Representative

Clinical Pathology Laboratories

This is a Full-time position in Austin, TX posted May 30, 2021.

Job Functions, Duties, Responsibilities and Position Qualifications:Position Summary: Responsible for ensuring hold times are prioritized to help meet hold time goals and providing information and feedback to department employees and other CPL departments from data received in the Customer Service department. Responsible for insuring the paperwork produced in Customer Service is accurate and timely Responsible for taking escalated calls, supervising employees, and inbound calls. Responsible for delivering high quality service on all calls answered in the clinical, regional and Sonic laboratory queue. Superior ability to multi-task in a high stress environment. Provides accurate and timely information to supporting CPL departments, clients, and patients. Principle Responsibilities: Takes Calls, manages the queues and answers questions first and foremost for the Customer Service Team.Manages the phone software to change customer service representative prioritiesCalls out the call queue to the departmentTriages and handles Supervisor or escalated calls.Utilizes job knowledge, judgment, and problem solving skills to ensure qualityFollows and enforces established department and CPL policies and proceduresIdentifies problems which may adversely affect clinical or customer service and takes appropriate action, including supervisor notification.Understands and follows all HIPAA guidelines.Participates in departmental Customer Service Meetings.Follows and participates in Compliance procedures and training Utilizes personal and professional skills to promote excellent customer municates with CPL staff and its customers to ensure quality.Maintains and supports a service oriented relationship with customers.Respects and protects the confidentiality of information relative to patients and clients.Strives to preserve a positive work environment.Effectively utilizes departmental resourcesDemonstrates efficiency by handling calls promptly and determining priority based on the situation.Utilizes appropriate supplies with minimal waste.Utilizes slow times constructively.Works with pathologists effectivelyWorks with other leadership in the department to help customer service representativesScope: Promotes quality client/patient relations and creates a supportive climate by serving as a role model for other employees. Respects and maintains the confidentiality of laboratory and financial information. Practices and adheres to all company policies and regulations.This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.Education:Minimum – Associates degree in the Healthcare field or more than 2 years in the medical field.Preferred – Bachelor degree in laboratory science or Medical Technology program.Experience:Minimum – 1 year of Call Center experience and/or experience in other department(s) at CPL or another laboratoryPreferred – 2 years or more of Call Center experience and or Medical or Billing experienceSkills: Excellent customer service and communication skills. Outstanding professional, analytical and problem-solving skills. Ability to cope with varied levels of workload and multiple tasks. Ability to adapt to changing work environment. Works well independently. Able to type at least 35 wpm.Reporting Relationships: Reports to the Customer Service Supervisor, Assistant Supervisor or other designated personPhysical Demands: Requires sitting for long periods of time in a small cubicle. Requires manipulation of tools, objects, and equipment using the following physical motions: pushing, pulling, lifting, reaching above shoulder height, grasping with one hand or both, extensive typing, twisting and reaching. Routinely requires coordination of two or more physical operations. Requires ability to hear audible sounds via headset or telephone handset.Environmental Demands: Works in a temperature controlled environment. Works in a small, noisy environment. May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation. May be required to work with time constraints and crisis situations.Scheduled Weekly Hours:40Work Shift:1st Shift (United States of America)Company:Clinical Pathology Laboratories, Inc.Sonic Healthcare USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.’,’value’:’Job Functions, Duties, Responsibilities and Position Qualifications:Position Summary: Responsible for ensuring hold times are prioritized to help meet hold time goals and providing information and feedback to department employees and other CPL departments from data received in the Customer Service department. Responsible for insuring the paperwork produced in Customer Service is accurate and timely Responsible for taking escalated calls, supervising employees, and inbound calls. Responsible for delivering high quality service on all calls answered in the clinical, regional and Sonic laboratory queue. Superior ability to multi-task in a high stress environment. Provides accurate and timely information to supporting CPL departments, clients, and patients. Principle Responsibilities: Takes Calls, manages the queues and answers questions first and foremost for the Customer Service Team.Manages the phone software to change customer service representative prioritiesCalls out the call queue to the departmentTriages and handles Supervisor or escalated calls.Utilizes job knowledge, judgment, and problem solving skills to ensure qualityFollows and enforces established department and CPL policies and proceduresIdentifies problems which may adversely affect clinical or customer service and takes appropriate action, including supervisor notification.Understands and follows all HIPAA guidelines.Participates in departmental Customer Service Meetings.Follows and participates in Compliance procedures and training Utilizes personal and professional skills to promote excellent customer municates with CPL staff and its customers to ensure quality.Maintains and supports a service oriented relationship with customers.Respects and protects the confidentiality of information relative to patients and clients.Strives to preserve a positive work environment.Effectively utilizes departmental resourcesDemonstrates efficiency by handling calls promptly and determining priority based on the situation.Utilizes appropriate supplies with minimal waste.Utilizes slow times constructively.Works with pathologists effectivelyWorks with other leadership in the department to help customer service representativesScope: Promotes quality client/patient relations and creates a supportive climate by serving as a role model for other employees. Respects and maintains the confidentiality of laboratory and financial information. Practices and adheres to all company policies and regulations.This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.Education:Minimum – Associates degree in the Healthcare field or more than 2 years in the medical field.Preferred – Bachelor degree in laboratory science or Medical Technology program.Experience:Minimum – 1 year of Call Center experience and/or experience in other department(s) at CPL or another laboratoryPreferred – 2 years or more of Call Center experience and or Medical or Billing experienceSkills: Excellent customer service and communication skills. Outstanding professional, analytical and problem-solving skills. Ability to cope with varied levels of workload and multiple tasks. Ability to adapt to changing work environment. Works well independently. Able to type at least 35 wpm.Reporting Relationships: Reports to the Customer Service Supervisor, Assistant Supervisor or other designated personPhysical Demands: Requires sitting for long periods of time in a small cubicle. Requires manipulation of tools, objects, and equipment using the following physical motions: pushing, pulling, lifting, reaching above shoulder height, grasping with one hand or both, extensive typing, twisting and reaching. Routinely requires coordination of two or more physical operations. Requires ability to hear audible sounds via headset or telephone handset.Environmental Demands: Works in a temperature controlled environment. Works in a small, noisy environment. May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation. May be required to work with time constraints and crisis situations.Scheduled Weekly Hours:40Work Shift:1st Shift (United States of America)Company:Clinical Pathology Laboratories, Inc.Sonic Healthcare USA provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Associated topics: answer, call, client, client service, customer care, help desk, phone call, representative, service representative, telephone

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