Client Services Representative
Job ID: BH402520
Category: Customer Service
Hours: 40hrs/wk — Tues-Sat 7am-4pm PST
Industry: Clinical Lab
Interview Process: Video Call or Phone Screen
- HS diploma
- At least 1 year in a customer service role (call center experience HIGHLY preferred)
- Strong with Microsoft Offices
Under general direction of the Call Center Supervisor, performs routine phone calls and data entry that are necessary for appointment setting and performs customer service-related duties as assigned.
Essential Job Duties:
The following tasks are essential for this position. Incumbents in this classification may not perform all of these tasks, or may perform similar related tasks not listed here.
•Prepares and processes routine tracking lists of all outgoing phone calls made
•Conducts appointment calls following pre-approved scripts and guidelines provided
•Sets appointments following instructions provided by Physicians and contracted health plans
•Files documents and records and maintains a tracking system for quick data retrieval
•Provides departmental administrative support services as needed, including answering phone calls and assisting at reception desk.
•Updates records with progress of phone calls to patients
•Follows up with Medical Providers and other medical professionals regarding appointments
•Makes recommendations for process improvement
•Performs other duties as required
•Responds to e-mails, IM’s and Voice mail promptly and professionally. •Take appropriate action to ensure compliance company policy and procedures, standards of conduct, and with state and federal rules, regulations and laws.
•Office procedures, methods, and equipment, including computers and applicable software applications, such as word processing, spreadsheets, and databases.
•Functions, policies, and procedures of relevant departments and/or operations.
•English usage, spelling, grammar, and punctuation.
•Professional writing techniques. Skill and Ability to:
•Plan, organize, prioritize, and perform duties as assigned with minimal supervision.
•Operate standard office equipment, a personal computer, and relevant software in a PC environment.
•Interpret and apply department policies and procedures. •Communicate clearly and concisely, both orally and in writing. •Research and compile information.
•Maintain extensive records.
•Establish and maintain effective working relationships with the public and all levels of staff and management.
•Successfully adapt in a high-volume, fast-paced working atmosphere with multiple activities.
•Prepare clear, concise and comprehensive summary reports and written materials.
Training and Experience:
•Minimum 1 year of experience in a customer service role; preferably an outbound call center
•Must demonstrate ability to follow a written script
•Strong communication and organization skills required
•Must be detail oriented & ability to multi-task
•Must be Computer literate in Microsoft Office
Licenses and Certificates:
High School Diploma
Physical Requirements and Working Conditions:
*Some of these may not apply since this position is REMOTE*
•Requires vision (which may be corrected) to read small print. •Requires mobility of arms to reach and dexterity of hands to grasp and manipulate small objects.
•Performs lifting, pushing and/or pulling which does not exceed 25 pounds and is an infrequent aspect of the job.
•Subject to inside environmental conditions.
•May be required to work at a video display terminal for prolonged periods.
The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.