Trainer - Customer Service Representative III
Sonic Healthcare USA

Job Info

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Job Functions, Duties, Responsibilities and Position Qualifications:

Multi-tasking is your middle name. You've got great typing skills, a passion for solving problems, and a way of explaining things that helps people feel valued. You're also looking for great benefits, the support of an all-star team, and an opportunity to grow your career.

Join our team of #HealthcareHeroes! Our mission is to advance the health and wellbeing of our communities as a leader in clinical laboratory solutions. Quality is in our DNA -- is it in yours?

This opportunity is full-time during first shift.

In this role, you will:

• Provide patients, clients, and the laboratory team with exceptional service right over the phone!
• Work in a call center environment.
• Process billing claims, analyze accounts, and help callers understand their charges.
• Champion safety, compliance, and quality control.
• Collaborating in teams to develop and produce engaging digital content across various platforms.

All you need is:

• High School Diploma or equivalent
• 1 year of experience working in a call center or in the laboratory
• Exceptional communication skills
• Top notch typing proficiency (at least 35wpm), including 10-key
• Ability to thrive in a fast-paced environment

Position Summary:

Responds to requests initiated by customers. Responsible for delivering high quality service on all inbound or outbound calls in assigned phone queues. Work closely with trainers to assist with their technological needs, ensuring smooth and efficient use of digital tools and platforms. Responsible for compiling detailed analytics and reports on the performance of videos created, tracking key metrics and insights to optimize content strategy and effectiveness.

Duties & Responsibilities:

• Utilizes customer service skills to effectively and efficiently handle telephone calls.
• Effectively utilizes departmental resources to maximize productivity, determine priority and ensure quality service.
• Handles administrative duties that may include maintaining records.
• Troubleshoots inquiries and follow up on issues that cannot be resolved immediately.
• Adheres to departmental policies and procedures.
• Effectively resolves priority complex calls and duties.
• Responds to quickly and accurately a higher volume than CSRI expectations.
• Assists supervisor and serves as a technical resource for the department.
• Uses initiative and independent judgment within procedural guidelines.
• Data analysis of key metrics of digital content
• Performs all other duties as assigned.

Education and Experience:

• Required: High school diploma or the equivalent
• Preferred: Three years of experience in customer service and/or healthcare

Licensure and Certifications:

• Required: State licensure if applicable

Knowledge, Skills, and Abilities:

• Ability to communicate effectively, both orally and in writing
• Ability to work independently, be attentive to detail, and provide quality work
• Ability to handle difficult situations involving patients, physicians, or others in a professional manner
• Ability to work well with others in a team-oriented environment
• Flexibility to support the needs of the organization
• Ability to establish and maintain positive relationships with employees, physicians, vendors, clients, and external agencies
• Ability to maintain the confidentiality of employee, patient, client, and company information at all times
• Ability to demonstrate commitment to compliance with applicable laws: federal and state regulations, including CAP, CLIA, HIPAA, Safety, and OSHA Regulations
• Ability to demonstrate respect for all individuals, adhere to the Company's values and business practices, and do both consistently
• Demonstrates the ability to maintain cultural competence
• Proficient with related software

Physical Requirements:

• Requires sitting for long periods.
• Requires manipulation of tools, objects, and equipment using the following physical motions: pushing, pulling, lifting, reaching above shoulder height, grasping with one hand or both, extensive typing, twisting and reaching.
• Routinely requires coordination of two or more physical operations.
• Requires ability to hear audible sounds via headset or telephone handset.

Work Conditions:

Environmentally controlled medical office environment with exposure to noise. Fast-paced environment with occasional high pressure or emergent situations.

This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.

Bonus points if you've got:

• Associate's Degree or Medical Assistant training
• 2+ years of laboratory training or experience in specimen collection and processing
• Data entry experience in a production environment

We'll give you:

• Appreciation for your work
• A feeling of satisfaction that you've helped people
• Opportunity to grow in your profession
• Free lab services for you and your dependents
• Work-life balance, including Paid Time Off and Paid Holidays
• Competitive benefits including medical, dental, and vision insurance
• Help saving for retirement, with a 401(k) plus a company match
• A sense of belonging - we're a community!

We also want you to know:

This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.

Scheduled Weekly Hours:
40

Work Shift:

Job Category:
Laboratory Operations

Company:
Clinical Pathology Laboratories, Inc.

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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