Client Services Agent

Client Services Agent

Job Category: Service Support

Schedule: Monday - Friday (40 hrs/wk) 1:00 PM - 9:30 PM

Training Schedule: Monday - Friday 9:30 AM - 6:00 PM

Department: Univ CS/EH - 426

Hourly rate is an estimate only which includes shift differential for nights, evenings, or weekend shifts. Overall hourly rates will vary based on schedule.

Description

The Client Services Agent acts as the front-lines to establish and provide excellent patient care and customer service. Working within a complex, in-bound call center, the Client Service Agent facilitates communication with healthcare providers, patients and ARUP staff and support.

Demonstrate competence in the policies, procedures and processes associated with delivering excellent customer service at ARUP Laboratories. This position will provide a supportive link between ARUP customers both internal and external, while demonstrating a professional image through phone, email and other communications to ARUP customers.

ARUP Laboratories is a national clinical and anatomic pathology reference laboratory and an enterprise of the University of Utah and its Department of Pathology. Based in Salt Lake City, Utah.

ARUP proudly hires top talent to create a work environment of diversity, professional growth and continuous development. Our workforce is committed to the important service we provide to over one million patients each month. We always strive for excellence and have a strong desire to have involvement with the advances in medicine and the role laboratory services plays within each patient's life. We never forget that there is a patient behind every specimen we receive.

We are looking for individuals who want to contribute to ARUP's culture of accountability, integrity, service, and excellence. Consider joining our dynamic team.

Essential Functions:

• Build and maintain customer relationships throughout all communications while providing a positive, professional and empathetic understanding to all customers.
• Create and modify patient orders and demographics by following complex ordering procedures, processes and policies.
• Prioritize, research and respond to requests for test information, specimen requirements, supplies and fees associated with vendor and internal testing
• Foster communications and exhibit exceptional customer service in all professional interactions.
• Exercise careful deliberation and judgment pertaining to complex job requirements and responsibilities in order to best serve the patient, customer, and ARUP.
• Exhibits high quality performance through accuracy and commitment in a timely manner.
• Promote and exercise information management through case ownership and prioritization by providing thorough documentation and follow through when appropriate for customer satisfaction.
• Familiarity with ARUP clients and Account Executives.
• Provide education, guidance, and resolution to customers regarding available resources, information and application utility.
• Promotes and utilizes multiple systems within ARUP in order to research and resolve customer issues effectively and efficiently
• Serves as a liaison between ARUP customers and technical sections.
• Other duties as assigned.

Physical and Other Requirements:

• Stooping: Bending body downward and forward by bending spine at the waist.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Mobility: The person in this position needs to occasionally move between work sites and inside the office to access file cabinets, office machinery, etc.
• Communicate: Frequently and effectively communicate with others.
• PPE: Biohazard laboratory environment that requires use of personal protective equipment in accordance with CDC and OSHA regulations and company policies.
• ARUP Policies and Procedures: To conduct self in compliance with all ARUP Policies and Procedures.
• Sedentary Work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.
• Fine Motor Control: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Qualifications

Education

Required: High School Diploma or Equivalent or better.

Experience

Required: Ability to type or 35 WPM and 10 key skills; Basic computer skills including internet proficiency (i.e. toggling between multiple computer systems, competent in utilizing Outlook); Effectively navigate computer and phone systems

Preferred: College level courses in medical terminology, biology, communications or related life sciences; General medical laboratory; 1 year customer service; Familiarity with laboratory information system; HIPAA training or knowledge

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.