Sr. Client Services Representative

Hoffmann-La Roche Inc. San Jose , CA 95111

Posted 5 months ago

ESSENTIAL RESPONSIBILITIES:

  • For our healthcare professional customers, handle, evaluate, document, and resolve issues and inquiries related to lab sample procurement, accessioning, and testing of clinical laboratory samples, test reports, billing and reimbursement.

  • In support of our patients, answering general questions about our clinical lab offerings; Provide cost estimate and patient billing support, including making outbound calls to physicians, patients, and insurance plans; Pre-qualifying patients for any available financial aid and clearly communicate out of pocket costs; Receiving payments for healthcare services.

  • Make outbound calls to physicians, patients, and insurance policy holders

  • Provide account management support to clients via email and telephone.

  • Liaise with the Clinical Sales team to ensure excellent customer experience.

  • Supply order fulfillment for clients

  • Escalate issues to appropriate internal resources

  • Assist in the entry and quality control of patient and clinician data into Laboratory Information Management System (LIMS)

  • Review case history and insurance notes to provide appropriate information to callers

  • Participate in company or department projects/initiatives, as needed

MINIMUM QUALIFICATIONS:

Formal Training/Education:

  • 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 preferred, with 1+ years experience in a contact center environment preferably in the healthcare or CLIA laboratory industry.

Experience:

  • 3+ years of client service experience in a contact center environment preferably in the healthcare or CLIA laboratory industry.

Knowledge, Skills, and Abilities:

Intermediate skills with Customer Relationship Management (CRM) Software (e.g. NetSuite, Salesforce.com) Microsoft Word, Excel, and PowerPoint

  • Superior people skills and demonstrated ability to work successfully in a team environment

  • Knowledge of how insurance works and medical billing are desirable, but not required.

  • Must be able to type at least 45 words per minute with excellent accuracy

TRAVEL REQUIREMENTS:

Travel Requirement: Less than 5% of time travel domestic and/or international.

Roche is an equal opportunity employer.

Customer Support, Customer Support > Technical & Application Support


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Sr. Client Services Representative

Hoffmann-La Roche Inc.