Client Service Rep I FT Days

Description:

DMC University Laboratories (DMCUL) is a regional, integrated laboratory system providing services to the eight hospitals of Detroit Medical Center. DMC University Laboratories evolved in 1993 and is comprised of Core Laboratories, Specialty Laboratories, two rapid response hospital laboratories, Centralized Stat Lab, Centralized Blood Bank Lab, and full service outreach infrastructure which includes patient service centers, remote ambulatory laboratories, marketing staff, courier system and billing department. The DMC University Laboratories service area covers the entire Southeast Michigan market, and is growing at a rapid pace with the following outstanding features: Test menu of over 1,000 tests, which includes high end specialty tests. Less than 1% of our tests are sent to outside reference laboratories. Provide reference laboratory services to many of the other healthcare systems in Southeastern Michigan and several out of state facilities.

Summary Description

Under general supervision and working within established procedures, performs a variety of tasks in response to clients' requests and complaints. May assist sales staff in trouble shooting client problems. Answer inquiries regarding patient results, specimen requirements, specimen pickups, and requests for physician supplies. Acts as initial contact for receiving client complaints and provides follow up on problem calls. Refers complex problems to CSR II or Group Lead. Communicates with clients as well as laboratory staff in order to resolve specimen problems. Maintains telephone contact with customers and external personnel on matters pertaining to accounts, billing cancellations, address changes, etc. Following established policies and procedures, contacts physician offices and staff to communicate all stat and critical results. Enters patient and test information into the computer system. May assist in the training of personnel as required. Performs other related duties as required.

Qualifications:

Minimum Qualifications

1. High school diploma or equivalent.

2. Three to six months experience in customer services, phone reception, or a related area in order to effectively interact with various internal and external contacts.

Skills Required

1. Excellent interpersonal skills are required in order to positively represent the DMC when interacting with clients, external contacts, laboratory staff and DMC employees.

2. Customer service and phone skills needed to handle difficult telephone calls and respond to moderately complex problems and informational needs.