Client Services Representative

JOB SUMMARY:

Hours:

Monday-Friday 8:30am-5:00pm The role of the Client Services Representative requires exceptional customer service abilities as well as experience with the Microsoft Office Suite products. In this position, the roles and responsibilities include front‑line phone service, scheduling specimen pickups for delivery to the laboratory, database management, handling customer concerns, setting up user accounts, handling supplies as it relates to customer support, and other duties as deemed necessary by the department supervisor or manager.

The position is also required to adhere with HIPAA, OSHA, CAP, CLIA and other regulatory agencies as they relate to the duties.

Employees are responsible for following all company policies and procedures. These policies and procedures will include adherence to all regulatory and safety standards in performing all aspects of the functions below.

• Answer incoming phone calls and either handle the request or dispatch the call to the appropriate person or department.
• Check visitors in and inform their sponsor or contact.
• Set up User Accounts, reset passwords, and assign LIS portal permissions as required.
• Handle customer requests for Pathology Reports and additional testing.
• Handle customer issues while being compassionate and sensitive to their needs.
• Maintain customer files as required.
• Organize, file, scan, sort, store, and dispose of paperwork.
• Run daily reports for Client Delivery.
• Provide general support for dispatching of will‑call specimen pickups to the courier team.
• Assist with maintaining supplies and ordering as it relates to client supplies.
• Monitor incoming faxes and dispatch or forward to the appropriate individual or department.
• Receive and distribute US mail.
• Respond to the needs of patients in requests for patient health information.
• Know HIPAA rules and regulations.
• Follow instructions with little supervision.
• Perform any or all other duties as assigned related to the Client Services Department.

• Handle escalations and higher‑level Client Services issues, questions and concerns.
• Serve as liaison with other department heads for escalation and interdepartmental communication.
• Manage workflow proactively and clean up outstanding tasks.
• Oversee the HIPAA Log.
• Create new account profiles as required.
• Manage periodic emails from billing regarding verification and appropriate changes to Novopath cases.

• Must have excellent customer service skills.
• Must speak cohesively, patiently, and compassionately with clients and patients.
• Must switch focus quickly.
• Must be comfortable working as part of a team.
• Must lift up to 30 lbs.
• Must work in a laboratory setting.

• Computer/Network Equipment
• Phone and Fax Machines
• Printers and Scanners

None

• High School Diploma or GED.
• Developed and apparent computer skills.
• Experience with Microsoft Office Suite products.
• Effective oral and written communication skills.

• Medical Laboratory or Pathology related experience; over 1 year preferred.
• Customer Service experience; over 1 year preferred.

Clin-Path provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, and gender identity. Clin-Path complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Clin-Path Associates offers nationally competitive compensation and benefits. Our benefits program provides a comprehensive array of services to our employees, including health insurance (primarily covered by the company), dental insurance (100% covered by the company), vision insurance, paid time off, retirement contributions (401k), and a flexible spending account (FSA).