What are the responsibilities and job description for the Client Services Associate position at Arkana Laboratories?
Who we are: At Arkana Laboratories, everyone has an important role to fill. Come join us and be a part of a team dedicated to making life better for those who need it most.
This place is packed with super-smart people who do their best work together. We work hard every day to advance our understanding of disease and provide world-class care to our patients in hopes of leaving our corner of the world a little better than we found it. While we are committed to improving the lives of thousands of patients, we never lose sight of the realization that they are the reason we get to create change in our field.
Built on generosity, teamwork, and the freedom to try new things, we take great pride in our work. Great ideas come from everywhere in this company and we celebrate each success and failure for the opportunity it gives us to keep reaching. For more than twenty years after our founder, Dr. Patrick Walker, wrote his goals on the back of a napkin, our people, culture, and values have remained strong.
About the position: As the Client Services Associate, you will serve as the primary point of contact for incoming calls, ensuring a positive and efficient experience for all callers. This role involves answering inquiries, providing information about services, and addressing client concerns with professionalism and empathy. You will be responsible for accurately documenting call details, managing call flow, and maintaining a comprehensive record of all communications. Additionally, you will assist in tracking and resolving issues related to incoming faxes and outgoing communications, contributing to the overall effectiveness of the organization's customer service operations.
What you'll do:
- Effectively manage a high-volume, multi-line phone system while ensuring excellent service delivery and operational efficiency
- Accurately respond and resolve client issues or escalate to another team as needed
- Maintain accurate records of all incoming calls in the database
- Create a comprehensive daily record of all outgoing case calls to be made
- Responsible for monitoring all voicemails left on the company's mainline and ensuring they are routed correctly to facilitate a timely response
- Organize, distribute and/or file e-faxes in designated folders according to departmental guidelines
- Monitor all outgoing fax transmissions for successful report delivery
- Regularly achieves set performance metrics and quality assurance standards
- Effectively collaborates with other departments to address client needs
- Correctly references documented SOPs, guidelines and scripts or phone prompts
- Utilize department Customer Relationship Management (CRM) and Laboratory Information Management System (LIMS) software to personalize interactions and maintain accurate contacts
- Adhere to department processes and policies as well as safety and HIPPA regulations
- Other duties as assigned
You should have:
Education: High School Diploma or GED
Experience: 2 years of office or healthcare experience, client services role preferred
Computer Skills: Strong Computer skills required; Proficient in MS Office and Excel. Previous EMR, LIMS and CRM software experience preferred
This position is onsite at our main office in Little Rock, Arkansas. Schedule - Monday-Friday 8/8:30am to 5/5:30pm.
What we offer: We know that health is more than doctor visits and life is more than work. We work hard at Arkana but in turn provide competitive salaries and generous benefit offerings.
Specifically, we offer the following benefits to full-time employees:
- Competitive salary
- Generous paid time off and Paid Holidays
- Minimal cost health insurance for you and affordable options for your family
- 401(k) with immediate eligibility and match
- Company-paid life insurance
- Company-paid long term disability coverage
- Affordable vision and dental plans
- Flexible Spending Account or Health Savings Account availability
- Wellness plan and complimentary yoga classes
- Monthly in-office massages and employer-sponsored lunches
Please see Careers for further information.
