Client Service Representative

• Coordinates and follows through on inbound telephone calls for the laboratory, following client services procedures.
• Performs outbound telephone calls to clients following client service procedures. This includes client follow-up on all past due balances.
• Ensures rapid and appropriate complaint resolution and documentation.
• Maintains a working knowledge of all laboratory operations and databases of ACL, including Antrim, Sunquest and all other systems supporting client accounts.
• Documents and updates Business Office system with all information received and actions taken.
• Assists Field Service Representatives, Sales Representatives, and Collection Representatives with maintenance of existing accounts.
• Assists with the development and maintenance of Client Service policies and procedures.
• Acts as a resource for providing general direction and technical assistance to billing and other laboratory staff.
• Applies all incoming cash to client accounts.
• Instructs students and new caregivers as assigned.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• High School Graduate.

Experience Required:

• Typically requires 2 years of experience in client service in an insurance, utility or health care organization, particularly with handling inbound & outbound telephone support.

Knowledge, Skills & Abilities Required:

• Medical billing experience preferred.
• Excellent human relations skills.
• Strong analytical and organizational skills.
• Excellent oral and written communication skills as well as the ability to deal with many details pertaining to an issue.
• Computer experience with laboratory information systems, Windows, database, and word processing preferred.
• Interpersonal skills necessary to deal effectively with client service staff, all levels of management, and all external contacts including industrial clients, physicians, patients and the community.
• Demonstrates good decision-making skills.

Physical Requirements and Working Conditions:

• Ability to use the telephone effectively with a clear speaking voice and a courteous manner.
• Operates all equipment necessary to perform the job including personal computers, printers, faxes, and telephones.
• Ability to deal with high levels of job-related stress.
• Must be willing to handle potentially hazardous and/or infectious materials.
• Must possess good command of the English language with the ability to analyze written, spoken, and visual material.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.