Client Services Representative

Description

Arbor-Women’s Health Elevated is the largest privately owned, exclusively focused, full-service women’s health diagnostics company in the U.S., featuring a broad and growing portfolio of products. We are elevating women's health and creating novel technology-based solutions that allow healthcare providers to devote more time to their patients. Diagnostics services include anatomic pathology, clinical pathology, cytopathology, molecular pathology, microbiology, and genetic testing. Arbor is uniquely positioned to develop services and solutions tailored to meet the needs of a women’s health practice. Every solution is created to uniquely support women’s health providers and their patients. Learn More at www.arbordiagnostics.org.

POSITION SUMMARY
The Client Services Representative is responsible for interfacing with Clients and supporting members of the Sales & Service teams.  This position works to cultivate and maintain positive client relationships.  This role collaborates with various departments to resolve client/patient inquiries and requests.  

ESSENTIAL FUNCTIONS
•    Answer incoming calls, effectively troubleshoot problems and answers inquiries for clients.
•    Makes outbound calls to clients, internal lab departments and sales team when needed.
•    Resolves open cases within Salesforce.com, documents actions and provides resolution back to the client.
•    Performs data entry pertaining to account creation and account maintenance utilizing Salesforce.com. (Some examples but are not limited to: missing orders, incomplete orders, missing diagnosis codes, more than one order for a single patient)
•    Corresponds with phlebotomy team, sales representatives, physicians and physicians’ staff.
•    Notifies clients of rejected specimens and educates them on the cause of rejection to avoid future rejections.
•    Communicates verbal results when requested by clients.
•    Performs cross departmental duties as directed by leadership.
•    Schedules courier pickups when clients call to request.
•    Communicates effectively with our lab partners when needed. 
•    Assists with administrative duties for the sales team, client services, and lab.
•    Provides general administrative and clerical support.
•    Acts as a resource for all staff and back up support to field representatives.
•    Maintains HIPAA compliance.
•    Creates and maintains performance reports and client issue logs

Management reserves the right to add, modify, change, or rescind the work assignments of this position as business needs warrant.

COMPETENCIES
•    INTERPERSONAL SKILLS – This role demonstrates the ability to understand relationship-orientated aspects of social effectiveness and to operate successfully in a variety of social exchanges
•    PRUDENCE – This position must demonstrate a willingness to see the perspective of others and an inherent respect for divergent opinions
•    COURAGE – The incumbent should demonstrate the confidence and ability to take calculated risks and challenge the status quo
•    DECISION MAKING – This role will must display the ability to make good decisions and / or lead a sound decision-making process
•    INFLUENCING SKILLS – This Leader will have the ability to successfully inspire peers, subordinates and managers in such a way that they believe in and are drawn to the core values of Arbor.
•    EXPERTISE / COMPETENCE – This position will have an excellent command of industry knowledge and will actively engage in the advancement of that expertise

PERFORMANCE MEASUREMENTS
•    Performs tasks of high complexity
•    Consistently delivers quality work during allotted timeframes (e.g. weekly, monthly, quarterly reporting)
•    Demonstrates exceptional knowledge of and proficiency in accounting protocols and processes
•    Presents commitment to the core values of the organization
 

Qualifications

Education / Certifications:
•    High school diploma, or equivalent
•    Experience in healthcare or medical laboratory preferred.

Experience / Abilities: 
•    2 years of applicable work experience
•    Exceptional organizational, communication and interpersonal skills
•    Demonstrated ability to work with large amounts of data, including reconciling for accuracy.
•    Ability to manage multiple priorities, while maintaining a professional demeanor
•    Proficient in Microsoft Office.

TRAVEL AND HOURS
•    This position is full-time non-exempt position. 
•    Limited travel is required with this position (less than 10%) 

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
•    employees are regularly required to talk or hear
•    Employees frequently is required to stand, walk, use hands to finger, handle or feel and reach with hands and arms
•    employee is occasionally required to lift office products and supplies, up to 20 pounds.

EEO STATEMENT
It is the policy of Arbor Diagnostics and its subsidiaries to provide equal employment opportunities to all individuals regardless of their race, creed, color, religion, sex, age, national origin, disabilities, veteran status, marital status, sexual orientation, military status or any other characteristic prohibited by state or federal law.