THE HOURS FOR THIS POSITION ARE 12:00PM TO 8:30PM MONDAY THROUGH FRIDAY
Act as first point of escalation to the Client Services team to answer questions and help resolve escalated issues from clients, patients, and Sales.
Monitor and manage available staffing, coordinating resource assignment to ensure appropriate coverage for timely order entry and case closure.
Responsible for the creation of training content and delivery for Client Service team members.
Monitor and assess call quality and data captured by maintaining scorecards on all primary job functions including but not limited to the following topics: Phone etiquette, Customer service skills, accuracy of the information provided and data submission.
Coaching and job mentoring of Client Services team members.
Generate reporting and take action on contact center performance metrics to ensure responsive and efficient interactions.
Responsible for facilitating customer training.
Monitor and trend customer issues and use that information to recommend, document, and implement process improvements.
Identify trends in QA scoring and share recommendations in calibration meeting.
Documenting Standard Operating Procedures and Work Instructions.
Ensure all tools, and technologies used to score and analyze quality monitoring data are functioning properly and effectively.
Facilitate the auditing and monitoring toward compliance for all Client Services controlled documentation, including; work instructions, SOPs, and training documentation. Work with Client Services Leadership Team on the changes and maintenance of such documentation.
May serve as a delegate for Quality and Regulatory Audit related visits and follow up items related to Client Services.
Participate in and lead company or department projects and initiatives, as needed.
As business needs require, perform the duties of the Client Service Department.
Associates Degree required, but will consider equivalent work experience of 3+ years of client service experience in a contact center environment preferably in the healthcare or CLIA laboratory industry.
Bachelor's or Master's degree highly preferred, with 1+ years experience in a contact center environment preferably in the healthcare or CLIA laboratory industry.
3+ years of customer service/order management experience. Experience in a regulated, clinical laboratory, medical field, order management, or a related field with evidence of progression in responsibilities.
Experience using Customer Relationship Management (CRM) Software (e.g. NetSuite, Salesforce.com), Laboratory Information Systems (LIMS), and proficiency in Microsoft Office Suite a plus.
Knowledge, Skills, and Abilities:
Must have strong attention to detail and equal focus on quality.
Strong organization and effective time management skills.
Customer centric focus with a track record of delivering exceptional service.
Demonstrate a strong ability to identify and act on issues within an order that may impact customer satisfaction and test turnaround time.
Must have strong verbal and written skills, along with the ability to accurately articulate observations to communicate within the team, internal, and external partners as needed.
Ability to provide feedback to staff in a positive, upbeat, and confidential manner.
Knowledge of PHI and HIPAA guidelines.
Excellent people skills and ability to work well in a team environment.
Superior people skills and demonstrated ability to work successfully in a team environment
Demonstrated maturity and strong decision-making skills.
High ethical standards.
Can work independently with minimal supervision.
Intermediate skills with Customer Relationship Management (CRM) Software (e.g. NetSuite, Salesforce.com) Microsoft Word, Excel, and PowerPoint.
Must be able to understand and follow laboratory procedures and also adhere to the laboratory's quality control policies.
Must be able to type at least 45 words per minute with excellent accuracy.
Must be able to lift up to 35 pounds.
Knowledge of how insurance works and medical billing are desirable, but not required.
Travel Requirement: Less than 5% of time travel domestic and/or international.
Roche is an equal opportunity employer.
Sales & Marketing, Sales & Marketing > Commercial Business Support & Sales Operations
Hoffmann-La Roche Inc.