Customer Service

Overland Park, KS

Post Date: 07/19/2017 Job ID: 52509 Industry: Insurance Pay Rate: $13/hr

Busy customer service department of large testing lab has an immediate opening to cover a maternity leave.  Hours are 8:30 AM to 5:PM, Monday through Friday.   Client will want to see resume and interview.

 

GENERAL STATEMENT OF RESPONSIBILITY:

Demonstrate professional etiquette and courtesy when communicating with customers and provide exceptional customer service by phone, fax, and email.

 

SPECIFIC DUTIES:

Level 1

  • Handle incoming phone calls, sample tracking, order tracking, result status information , and any additional services requested
  • Handle and respond to fax requests, and e-mail inquiries by promptly identifying appropriate course of action from reference and databases available
  • Verify and obtain verbal/written authorization for copies of results and to add additional tests
  • Verify insurance company information for accuracy and completeness and resolves discrepancies as needed when company changes are requested
  • Enter kits orders in Oracle database accurately and verify or obtain account information for accurate tracking and invoicing
  • Provide copies of lab slips and documents to insurance companies, paramed companies, and agents who are authorized to receive them.
  • Research and resolve kit order problems
  • Record internal or external system problems and any transmission issues by entering help tickets
  • Maintain detail call log and work log for future reference and for reporting productivity
  • Required to meet and exceed department KPI’s
  • Process applicant requests for results by following the guidelines of the Heath Savvy program.
  • Research and resolve misdirected samples. Research client/paramed inquiries about received/missing samples, tests, documents
  • Communicate to supervisor, and Support Services any delays in sample turn around longer than 3 days from receipt
  • Maintain and protect the confidentiality of all company and client information
  • Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.
  • Keep work area neat and clean
  • Other duties as assigned

 

 

Level 2

    • Perform all duties of Customer Service Rep 1
    • Research sample problems (orphans, unsigns, impropers) and contact appropriate paramed/agent to resolve problem.
    • Assist customers with user training and troubleshooting problems in Oasis, and Saliva training websites
    • Fax daily reports to appropriate insurance companies accurately
    • Open and process mail
    • Prepare daily requests for copies of results for scanning and deliver to the Document Center
    • Order cartridges for printers and fax machines
  • Research empty lab pack and contact the appropriate customer of the situation

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

JOB QUALIFICATIONS:

 

EDUCATION: High School Diploma or equivalent

 

EXPERIENCE: 1 year of customer service experience or call center experience  

 

SKILLS & ABILITIES:

    • Excellent verbal skills
    • Including good voice quality
    • Articulation and listening skills
    • Analysis and problem solving abilities
    • Good organizational skills
    • Attention to detail
    • Ability to handle multiple tasks
    • Follow through and dependability
    • Ability to prioritize and work independently
    • Work well under pressure
    • Team player
    • Good written communication skills
  • PC skills, knowledge of Microsoft Office, Internet knowledge, and comfortable working in a Windows environment.

 

 

PHYSICAL REQUIREMENTS: Sitting for prolonged periods of time; lifting up to 25 lbs.

 

EQUIPMENT: PC and communications equipment

 

OTHER: Overtime as required to meet customer needs, to be determined daily. Frequent telephone use. Flexible starting times.

 

Level 2: Minimum 6 months experience as Customer Service Representative Level I


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