JOB SUMMARY

The Client Services Representative I position is responsible for providing quality customer and technical support for laboratory testing. This individual will have strong knowledge of our product offerings to effectively handle all patient/client inquiries.

This position requires the incumbent to have a physical presence and work onsite a minimum of three (3) days per week. As per WA state law, we are subject to the COVID-19 vaccine mandate/requirement for all team members who work within or enter health facilities as part of their job responsibilities. Team members may request an exemption and accommodation for medical or religious reasons by following the appropriate process. Requests will be reviewed and decided upon a case-by-case basis; approvals or denials of such request are not guaranteed.

Northwest Pathology, P.S. dba Avero Diagnostics operates on a 24/7/365 basis; individual may be required to work various shifts, including days, nights, weekends, and holidays. Schedule flexibility with and without advanced notice is required.

ESSENTIAL JOB DUTIES

• Responds to all inquiries, resolves within departmental guidelines, and implements effective solutions.
• Provides research and resolution of complex issues, including those that have been referred by other Avero employees.
• Communicates with clients to obtain and/or clarify missing or discrepant information for samples and requisitions received.
• Serves as a resource to clients, sales, and patients; provides answers to questions and problem resolution within their ability. Properly routes escalated requests to the proper personnel or management.
• Answers inbound phone calls in a highly professional, courteous, and knowledgeable manner.
• Assists with accessioning and shipment of specimens.
• Processes pathology slide/block returns, including documentation and filing.
• Processes client and patient correspondence.
• Schedules on-demand specimen pickup requests.
• Maintains positive client relationship through timely, courteous, accurate and efficient handling of inquiries.
• Maintains department quality and productivity standards by monitoring service levels and minimizing abandoned calls.
• Complies with HIPAA regulations to safeguard confidentiality of patient information. Ensures patient information is only shared with those who have a business reason to have it.
• Adheres to Company policies and procedures, including safety guidelines.
• May be required to perform duties of the Client Services Representative II and Client Service Advocate roles as needed.

EDUCATION/CERTIFICATION/LICENSE

• High School Diploma or equivalent required; college degree is a plus
• Active and valid US State-Issued Driver’s License with acceptable motor vehicle record as defined and approved by the company’s vehicle insurance carrier.

EXPERIENCE

• Minimum 1 year customer service experience required:
  • Laboratory and/or healthcare environment experience is a plus.
  • Previous experience communicating with physicians, patients, and other healthcare professionals preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• Proficient in working with Microsoft Office, including Word, Excel, and Outlook.
• Exhibits patience and approachability, sets positive tone and example for team member behavior, work ethic & quality, abilities, skills and overall performance.
• Demonstrates ability to maintain confidentiality at all levels; acts with high integrity.
• Establishes and maintains solid interpersonal relationships with team members across all levels of an organization.
• Demonstrates and facilitates professional communication skills; must be able to understand, listen, write and speak fluently, professionally, and, effectively in the English language.
• Motivated, responsible and organized self-starter who excels at time management, timely follow-up, meeting commitments, and, possesses a passion for continuous learning and improvement.
• Strong attention to detail, analytical, research and problem-solving skills. Pro-active ability to identify, assess, improve/refine and solve complex challenges, processes and/or situations.
• Ability to successfully work collaboratively within a team as well as independently with minimal supervision.
• Flexible and able to thrive in a fast paced, high growth, team-based environment while successfully handling competing and ever-changing priorities and responsibilities with frequent interruptions.
• Solid track record of taking responsibility and holding one’s self accountable for high quality task deliverables within established deadlines.
• Effective facilitation, collaboration, negotiation and conflict resolution abilities.
• Exhibit personal presentation in a professional manner as it relates to appearance, communication and actions.
• Proficient software/computer skills utilizing various applications which includes, but is not limited, to the following: MS Windows, MS Outlook, MS Word, MS Excel, health care database/systems, etc.
• Regular and predictable attendance and punctuality.
• Focused on overall team success vs. solely on individual success.

WORKING CONDITIONS

• We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization. Every employee has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards.
• The organization has several processes in place to communicate with leadership and expects that employees will have a commitment to integrity and uncompromising values.
• This position works in a demanding, fast-paced office and lab environment with the need to meet daily workload requirements. Incumbent may be exposed to chemicals and requires the use of personal protection equipment and universal precautions.
• This role routinely uses standard office equipment such as computers/keyboards/mice, printers, phones, mobile devices, photocopiers, filing cabinets, fax machines, etc. The noise level in the office work environment varies from moderate to loud.

PHYSICAL REQUIREMENTS

• Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• While performing the duties of this job, the employee is regularly required to talk or hear; sit; stand; walk; use hands to finger, handle or feel; grasp and/or reach with hands and arms; repetitive movements of the wrists, hands and/or fingers.
• Specific vision abilities required by this job include close visual acuity and ability to adjust focus to perform an activity such as: preparing and analyzing data and figures; reading reports, various forms charts or records, transcribing; viewing computer monitor(s); extensive reading; and legally operate a motor vehicle.

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required and the scope of responsibility but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties and/or work various shifts as assigned including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.