Work Schedule:

Mon-Fri 0800-1630 with a variable day off, every Saturday 0730-1600 and holiday rotation.

The primary focus of the Senior Customer Service Representative is to lead and monitor employees to achieve goals that contribute to the growth of HNL through guidance and motivation. Inspires customer service representatives by creating an environment that promotes positive communication of expectations and encourages bonding of team to assist in reaching department goals. Assists in maintaining and growing business relationships with department and clients by providing prompt and accurate service to promote customer loyalty and satisfaction.

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

Delegates, guides, and executes assigned day-to-day tasks to team members to gain synergies and to ensure coverage of all functions. Assists with training and cross training of team members to maximize employee potential.Creates, inspires, motivates, and monitors a cohesive team to work together to perform at their optimum to achieve department goals. Empowers team members skills to improve their confidence, product knowledge, and communication. Provides guidance and instruction as delegated by management.Excels in the ability to multitask in a fast-paced environment. Makes real time decisions via call que and/or task monitoring to maximize workflow to ensure client satisfaction.Cross trains in all functions within Customer Service and assists staff in performing job duties as required. Maintains work assignment flexibility and communicates ongoing/outstanding information with colleagues and management. Provides flexibility in schedule and accepts additional responsibilities to accommodate department workflow. Assists with on-call coverage as needed.Receives and makes an average of 10-12 calls (minimum) per hour. Takes incoming calls to respond to inquiries including but not limited to, specimen requirements, test results, patient billing, dispatch requests, IT Help and testing schedules. Makes outgoing calls to notify clients of results including but not limited to: STAT, critical and/or client requested results within their expected turnaround time.Possesses urgency while providing clear, concise, friendly, caring, and professional communication in all verbal and written communication displaying commitment to customer satisfaction. Documents all communication accurately within designated platform.Understands and abides by patient confidentiality regulations.Maintains up to date product knowledge and adheres to department standard operating procedures (SOPs). Attends training or project events as needed. Participates in continuing education programs.Possesses a strong understanding of the Laboratory Information System (LIS) functions including, but not limited to, Sunquest, Smarterm, Salesforce, Gateway, CoPath, and all systems within Customer Service.Participates as a liaison in the electronic channels of all associated software applications regarding direct written and verbal communication with clients, customers, patients, and HNL support teams.Participates in the Continuous System Improvement (CSI) and continuing education programs. Recommends process improvement ideas.Provides accurate direction and support to Customer Service leadership to facilitate the successful completion of HNL’s targets and performance goals. May participate in call monitoring and provide feedback if needed.Completes any/all tasks delegated by management.

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.

Education/Experience

High School diploma or GED. One year of experience in the Customer Care Department or two years of call center 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. Ability to work independently, good organizational and human relation skills, has leadership and teaching abilities. Uses professional and occasionally scripted verbal and electronic communication.

Communication Ability:

Demonstrates initiative and good judgment, excellent verbal and written communication skills, absolute integrity and professional discretion with patient information and results, ability to work under pressure, reasoning ability and good independent judgment. Excellent English comprehension and verbal skills.

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.

Computer Skills:

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

Certificates and Licenses:

No certification/licenses needed.

HNL Lab Medicine is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

Address:

794 Roble Rd

Primary Location:

HNL- Roble

Position Type:

Onsite

Department:

1046-00012 Customer Care