Customer Care Representative

Clinical Pathology Laboratories, Inc. Toledo , OH 43601

Posted 5 months ago

Job Functions, Duties, Responsibilities and Position


Responsible to:

Billing Supervisor

Positions Supervised:



High School graduate or equivalent. Excellent customer relation skills and phone technique.. Work well independently and be self-motivated. Previous data entry and reading of insurance EOB's preferred.

Relational Skills:

Represent Pathology Laboratories in a professional manner while effectively and courteously communicating with patients, clients, and co-workers. Work in close cooperation with management and all other clients.

Physical Demands:

Medium work of lifting up to 50 pounds and/or carrying objects weighing up to 25 pounds.

Working Conditions:

Routine duties involve primarily computer entry resulting in repetitive typing and screen viewing, answering the telephone and talking to customers, doctor's offices, etc. A full day of sitting in the same position.


  • Intelligence-Ability to understand instructions, reason and make judgments. Requirement: High

  • Verbal-Ability to understand meaning of work, ideas associated with them and their effective use. Requirement: High

  • Numerical-Ability to perform arithmetic operations quickly and accurately. Requirement: Moderately High

  • Clerical perception-Ability to perceive pertinent details and verbal or tabular material. Requirement: High

  • Motor Coordination-Ability to coordinate eyes and hands to fingers rapidly and accurately in making precise movements with speed. Requirement: Moderately

  • High Finger Dexterity-Ability to move fingers easily and skillfully. Requirement: Moderately

  • High Manual Dexterity-Ability to move hands easily and skillfully. Requirement: Moderately

  • High Color Discrimination-Ability to perceive similarities and differences in color. Requirement: Low


  • Greet clients and patients on the telephone in a friendly and courteous manner.

  • Obtain appropriate patient information including account number, patient name, person calling, and their reason for calling.

  • Make an attempt to assist with caller's situation while still on the line. If not possible, let them know you will get back with them in a timely fashion.

  • Follow through with appropriate action (i.e.: refile claim, non-approval adj, send to review, etc.).

  • Enter notes in account and fill out phone log sheet.

  • Locate any paperwork that needs to be attached to refile (i.e.: an EOB lab results, copy of requisition, etc.).

Other Responsibilities:

  • Branch receptionist duties, as needed.

  • Post all outgoing Billing Department mail and take to Courier Office by 4:30 pm.

  • Adhere to all company policies, including human resource and departmental policies.

  • Attend training such as Annual Safety and Compliance Training, ICD-9 Coding and other training as required by company policy.

  • Participate in annual TB testing, as is company policy and required by OSHA.

  • Responsible for observing the law, meeting the requirement of the Corporate Compliance Plan and preventing, detecting and reporting unethical or illegal conduct that does not meet compliance standards.

  • Responsible for maintaining patient confidentiality including tests results, what tests are performed or ordered, the fact that a patient has even has a medical service and billing-related and account issues.

  • Responsible for complying with HIPAA regulations, as is applicable with our business.

The above list of duties is intended to describe the general nature and level of work performed by the employee assigned to this classification. It is not to be construed as an exhaustive list of duties, nor is it intended to limit the right of any supervisor to assign, direct, or control the work of employees under his/her supervision.

Scheduled Weekly Hours:

Work Shift:


Sonic Healthcare USA, 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.

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