Customer Service Representative
Company: Clinical Pathology Laboratories, Inc.
Location: Las Vegas
Posted on: April 10, 2021
Job Functions, Duties, Responsibilities and Position
Qualifications: Position: Customer Service Representative Position
Summary: Responsible for delivering high quality service on all
calls answered in the billing queue. Requires ability to multi-task
in a high stress environment. Provides accurate and timely
information to supporting CPL departments, clients, and patients.
Adheres to departmental policies and procedures to include
departmental programs such as call quality monitors and incentive
call volume. Principle Responsibilities: Utilizes billing resources
and customer service skills to effectively and efficiently handle
telephone calls - Follows billing procedures for processing claims,
analyzing accounts, and documenting action performed - Ability to
accurately complete the necessary paperwork for appropriate action
by the Account Receivable department. - Understands and operates
computer resources proficiently - Ability to positively meet the
needs of cpl patients and clients through professional
communication Utilizes job knowledge, judgment, and problem solving
skills to ensure quality - Follows established policies and
procedures for billing, documentation, and customer service. -
Identifies problems which may adversely affect the billing process
or customer service and takes appropriate action, including
supervisor notification. - Understands and follows all cpl
policies. - Understands and follows all HIPAA guidelines. -
Participates in departmental Customer Service Meetings. - Follows
Compliance procedures and participates in Compliance training.
Effectively utilizes departmental resources - Demonstrates
efficiency by handling calls promptly and determining priority
based on the situation. - Utilizes appropriate supplies with
minimal waste. - Utilizes slow times constructively. Utilizes
personal and professional skills to promote excellent customer
service. - Communicates with cpl staff and its customers to ensure
quality. - Maintains and supports a service oriented relationship
with customers. - Respects and protects the confidentiality of
information relative to patients and clients. - Strives to preserve
a positive work environment. Scope: Promotes quality client/patient
relations and creates a supportive climate by serving as a role
model for other employees. Respects and maintains the
confidentiality of laboratory and financial information. Practices
and adheres to all company policies and regulations. This role will
have routine access to Protected Health Information (PHI).
Employees will be trained on reasonable safeguards and are expected
to maintain strict confidentiality, as well as abide by all
applicable privacy and security standards. Employees are expected
only to access PHI when it is required to fulfill job duties.
Education: Minimum High School diploma or equivalent (GED)
Preferred Associates degree or Medical Assistant training
Experience: Minimum 1 year of Call Center experience and/or
experience in other department(s) as cpl or another laboratory.
Preferred 1 year or more of Call Center experience and Medical or
Billing experience. Skills: Excellent customer service and
communication skills. Analytical and problem-solving skills.
Ability to cope with varied levels of workload and multiple tasks.
Ability to adapt to changing work environment. Able to type at
least 35 wpm. Reporting Relationships: Reports to the Customer
Service Supervisor or other designated person. Physical Demands:
Requires sitting for long periods of time in a small cubicle.
Requires manipulation of tools, objects, and equipment using the
following physical motions: pushing, pulling, lifting, reaching
above shoulder height, grasping with one hand or both, extensive
typing, twisting and reaching. Routinely requires coordination of
two or more physical operations. Requires ability to hear audible
sounds via headset or telephone handset. Environmental Demands:
Works in a temperature controlled environment. Works in a small,
noisy environment. May be required to operate fire and safety
equipment or follow other safety procedures in an emergency
situation. May be required to work with time constraints and crisis
situations. Scheduled Weekly Hours: 40 Work Shift: Company:
Clinical Pathology Laboratories, Inc. Sonic Healthcare USA provides
equal employment opportunities to all employees and applicants for
employment and prohibits discrimination and harassment of any type
without regard to race, color, religion, age, sex, national origin,
disability status, genetics, protected veteran status, sexual
orientation, gender identity or expression, or any other
characteristic protected by federal, state or local laws. This
policy applies to all terms and conditions of employment, including
recruiting, hiring, placement, promotion, termination, layoff,
recall, transfer, leaves of absence, compensation and training.
Keywords: Clinical Pathology Laboratories, Inc., Las Vegas , Customer Service Representative, Sales , Las Vegas, Nevada
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