Experienced Customer Service Representative – Laboratory Medicine Call Center

At arenaflex, we are committed to delivering exceptional patient care and service excellence in a fast-paced and dynamic environment. As a Laboratory Medicine Call Center Specialist, you will play a vital role in providing top-notch customer service to patients, healthcare providers, and other stakeholders. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity to join our team.

About arenaflex

arenaflex is a leading healthcare organization dedicated to providing high-quality patient care and innovative medical services. Our mission is to deliver exceptional patient experiences, foster a culture of excellence, and promote a collaborative work environment. We are committed to attracting and retaining top talent who share our values of integrity, patient-centered care, respect, accountability, and compassion.

Job Summary

As a Laboratory Medicine Call Center Specialist, you will be responsible for responding to a high volume of patient and provider calls, providing accurate and timely information, and resolving complex issues in a fast-paced and dynamic environment. You will work closely with our laboratory medicine team to ensure seamless communication and coordination of patient care. If you are a customer-focused individual with excellent communication skills and a passion for delivering exceptional patient care, we encourage you to apply for this exciting opportunity.

Key Responsibilities

* Respond to patient and provider calls in a timely and professional manner, providing accurate and relevant information about laboratory test results, billing, and other related matters.

• Utilize various laboratory medicine computer systems and paper documentation to provide accurate information to patients and healthcare providers.
• Communicate effectively with patients, healthcare providers, and other stakeholders to resolve complex issues and concerns.
• Collaborate with the laboratory medicine team to ensure seamless communication and coordination of patient care.
• Maintain accurate records and documentation of patient interactions, including comments and notes on the orders in the EMR.
• Identify and resolve issues related to billing, insurance, and non-covered balances.
• Direct calls to other departments as needed, while attempting to solve problems without requiring additional phone calls.
• Document customer service complaints and resolution as per arenaflex policies and procedures.
• Work effectively with other sections within the department, including front-end processing, send-out office, individual laboratories, and central administration.
• Establish relationships with outreach clients to facilitate responsibilities.
• Perform daily checks of batch-fax logs to ensure accurate, efficient, and complete automatic patient report delivery.
• Fax failed communications to ensure all clients receive their test results in a timely manner.
• Add-on lab tests to existing tests for clients, understanding stability requirements and sample types involved.
• Review Epic follow-up lists to call patients when their samples need recollection and explain situations in a professional manner.
• Cancel laboratory testing as requested by healthcare professionals calling into the laboratory medicine customer service.
• Update and correct CC physicians in Epic to route testing to the appropriate clients.
• Participate in problem-solving by either solving problems or bringing them to the attention of the manager.
• Adhere to state and federal guidelines as it pertains to HIPAA and JCAHO requirements and all federal mandates.

Essential Qualifications

* High school diploma or GED required; Bachelor's Degree in a business-related field preferred.

• One to two years' work experience in a customer service environment, preferably in a hospital or physician office with patient interaction.
• Strong computer and communication skills, including medical terminology.
• Previous medical, clinical laboratory, or customer service experience desirable.
• Self-directed, well-organized, and team-oriented skills with the ability and desire to educate and convey instructions to patients and their families.
• Proficiency with Microsoft Word, Excel, and Access applications, and type at least 35 wpm preferred.
• Ability to multitask and reprioritize in response to fluctuations in volume.
• Strong interpersonal skills and ability to build rapport with a wide variety of individuals, including clinical staff.
• Basic understanding of phlebotomy and medical terminology.
• Excellent investigative, critical thinking, and problem-solving skills.
• Intermediate computer skills and the ability to adapt to various programs/systems.
• Demonstrated proficiency in understanding phlebotomy and patient registration that affect workflow.
• Ability to provide training or in-service to other staff, students, and other areas within the department and hospital.
• Maintain calm and positive attitude in stressful situations.
• Ability to respond to changing workload and work environment.
• Must be able to work in a fast-paced environment.
• Must have the ability to always maintain professionalism.
• Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional Behavior with the ability to communicate complex requirements across clinical and financial disciplines.

Preferred Qualifications

* Bachelor's Degree in a business-related field.

• Previous experience in a laboratory medicine or customer service environment.
• Strong knowledge of laboratory testing and specimen handling guidelines.
• Ability to work independently and make decisions with minimal supervision.
• Excellent problem-solving skills and ability to think critically.
• Ability to work effectively in a team environment and build strong relationships with colleagues.
• Strong communication and interpersonal skills, with the ability to interact with patients, healthcare providers, and other stakeholders.

Skills and Competencies

* Excellent communication and interpersonal skills, with the ability to interact with patients, healthcare providers, and other stakeholders.

• Strong problem-solving skills and ability to think critically.
• Ability to work effectively in a team environment and build strong relationships with colleagues.
• Self-directed, well-organized, and team-oriented skills with the ability and desire to educate and convey instructions to patients and their families.
• Proficiency with Microsoft Word, Excel, and Access applications, and type at least 35 wpm preferred.
• Ability to multitask and reprioritize in response to fluctuations in volume.
• Strong knowledge of laboratory testing and specimen handling guidelines.
• Ability to work independently and make decisions with minimal supervision.
• Excellent investigative, critical thinking, and problem-solving skills.
• Intermediate computer skills and the ability to adapt to various programs/systems.
• Demonstrated proficiency in understanding phlebotomy and patient registration that affect workflow.
• Ability to provide training or in-service to other staff, students, and other areas within the department and hospital.
• Maintain calm and positive attitude in stressful situations.
• Ability to respond to changing workload and work environment.
• Must be able to work in a fast-paced environment.
• Must have the ability to always maintain professionalism.
• Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional Behavior with the ability to communicate complex requirements across clinical and financial disciplines.

Career Growth Opportunities and Learning Benefits

* arenaflex offers a comprehensive training program to support your career growth and development.

• Opportunities for advancement and professional growth within the organization.
• Collaborative work environment with a team of experienced professionals.
• Access to ongoing education and training programs to enhance your skills and knowledge.
• Competitive salary and benefits package.
• Recognition and rewards for outstanding performance and contributions to the organization.

Work Environment and Company Culture

* arenaflex is a dynamic and fast-paced organization with a strong commitment to patient care and service excellence.

• Collaborative work environment with a team of experienced professionals.
• Opportunities for advancement and professional growth within the organization.
• Access to ongoing education and training programs to enhance your skills and knowledge.
• Competitive salary and benefits package.
• Recognition and rewards for outstanding performance and contributions to the organization.

Compensation, Perks, and Benefits

* Competitive salary and benefits package.

• Opportunities for advancement and professional growth within the organization.
• Access to ongoing education and training programs to enhance your skills and knowledge.
• Recognition and rewards for outstanding performance and contributions to the organization.
• Comprehensive training program to support your career growth and development.
• Collaborative work environment with a team of experienced professionals.

Conclusion

If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity to join our team as a Laboratory Medicine Call Center Specialist. arenaflex offers a comprehensive training program, opportunities for advancement and professional growth, and a collaborative work environment with a team of experienced professionals. Apply today to take the first step towards a rewarding career in healthcare! Apply for this job