Customer Service Clinical Liaison (MT/MLT) Job in Austin 78754, Texas US
Responsible for performing clinical-related issues (escalated and non-escalated). Serves as the Customer Service Department interface with the laboratory and related departments. Communicates with Customer Service Department management any problems, trends or new policies implemented by the laboratory and related departments in a timely manner. Responsible for delivering high quality service on all calls answered in any 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.
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.
- Utilizes clinical resources and customer service skills to effectively and efficiently triage supervisor calls and customer service questions.
v Follows clinical procedures for reporting results, providing clinical information such as specimen requirements and test information, and documenting action performed.
v Ability to accurately complete the necessary paperwork for appropriate action by supporting CPL departments.
v Understands and operates computer resources proficiently.
v Ability to positively meet the needs of CPL patient and clients through professional communication.
v Ability to appropriately select area for action or resolution primarily in the clinical department.
v Ability to interface with primarily clinical departments and initiate meetings for standardization of communication between customer service supervisors and other clinical departments.
Utilizes laboratory job knowledge, judgment, leadership, and problem solving skills to ensure quality and fast turn around time on client, customer service representative, or patient requests.
v Follows established policies and procedures for billing, clinical, documentation, and customer service.
v Identifies problems which may adversely affect billing, clinical, or customer service and takes appropriate action, including supervisor notification.
v Understands and follows all CPL policies.
v Understands and follows all HIPAA guidelines.
v Participates in departmental Customer Service Meetings.
v Follows Compliance procedures and participates in Compliance training.
v Disseminates information or email and monitor implementation after discussion with Supervisors in a timely manner.
3. Effectively utilizes departmental or company resources timely.
v Demonstrates efficiency by handling calls promptly and determining priority based on the situation.
v Utilizes appropriate supplies with minimal waste.
v Utilizes down time or slow times constructively.
v Consistently reviews and helps to update the Clinical Procedure Manual when new procedures are finalized.
v Complete monthly monitors as assigned.
v Monitors and manages the queues to minimize after-call work.
v Serves as a department resource for billing and clinical.
- Utilizes personal, professional, and technical skills to promote excellent customer service.
v Communicates with CPL staff and its customers to ensure quality.
v Maintains and supports a service oriented relationship with internal and external customers.
v Respects and protects the confidentiality of information relative to patients and clients.
v Strives to preserve a positive work environment.
v Takes escalated calls and triages appropriately in clinical.
v Perform leadership type duties when the supervisor is not available, which includes personnel management and departmental workflow processes.
v Works with outside leaders in the company to accomplish daily goals, including speaking directly with departments and necessary personnel. Communicate and standardize information to appropriate personnel or departments to disseminate information.
v Work with employees and trainers consistently to help standardize information and training.
v Provides inservices to customer service in monthly meetings.
Education:
Minimum - Associates degree in Applied Science in Medical Laboratory Technology.
Preferred - Bachelor of Science in Medical Laboratory Technology.
Experience:
Minimum - 2 years of bench experience or experience at CPL as a bench technologist.
Preferred - 5 years of bench experience or experience at CPL as a bench technologies with some Call Center experience.
Skills: Excellent customer service and communication skills. Outstanding analytical and problem-solving skills. Ability to cope with varied levels of workload and multiple tasks. Ability to adapt to changing work environment. Works well independently. Ability to communicate effectively within and outside the customer service department and proactively on situations that require attention quickly. Able to type at least 35 wpm.
