Customer Support Specialist - Diagnostic Labs
Company: Versiti, Inc.
Posted on: November 26, 2022
Under the direction of department leadership, responsible for
providing a high level of inbound and outbound customer service for
customers of Diagnostic Labs. Acts as a liaison between customers
and internal departments to drive customer satisfaction and
retention and resolve customer issues as appropriate. Provides
support for test menu additions and updates.
DUTIES AND RESPONSIBILITIES
Screens and handles all inbound customer service requests via phone
and email and serves as the face of Diagnostic Labs on all
professional inquiries in a positive, results-oriented manner;
seeks additional help when necessary. Documents all customer
contact in appropriate software.
Acquires and maintains a thorough understanding of the
products/service lines of the Diagnostic Laboratories with ability
to speak comfortably, at a high level, to inquiries with ease.
Provides internal customer support to all laboratories within
Versiti Diagnostic Labs and interfaces on their behalf with
external vendors and other Versiti support departments including,
but not limited to, Sales and Marketing, LIS & DL Billing, Clinical
Trials Operations, Hospital Services & Hospital Relations, and
Resolves and documents complex issues with clients, specimens,
requisitions, and billing, as appropriate. Ensures that issues
outside of the scope of this position are directed to appropriate
personnel for handling. Follows up on outstanding items and
monitors progress through resolution.
Serves as customer facing subject matter expert on and responds to
calls/questions regarding use of web-based order entry and
reporting applications; instructs and assists customers in the use
and troubleshooting of system.
Identifies and responds appropriately to customer needs and
concerns regarding current services; communicates potential new
service opportunities to appropriate personnel/leadership.
Sets up and maintains client accounts in appropriate systems.
Communicates issues and opportunities to DL leadership and leads
follow up with customers as appropriate.
Using strong attention to detail, performs review of customer
facing documents for accuracy; works with project team to ensure
only high-quality accurate documents are published to
Writes, edits and reviews new and existing procedures, policies,
job aides and SOPs for the department.
Takes initiative to serve as point person on departmental
Opens and closes customer service department independently and
ensures promise to customer is met.
Provides recommendations for potential process improvements,
seeking input from team members.
Maintains inventory of appropriate office supplies.
Maintains confidentiality of all patient information.
Supports Versiti's mission, vision and values as well as department
goals and objectives.
Works well in team environment.
Other duties, as assigned.
***All new employees must obtain primary Covid-19 vaccination
(single dose Johnson & Johnson or 2 dosages of
Pfizer/Moderna/Novavax) prior to start date or have an approved
accommodation prior to their start date. ***
Bachelor's degree from an accredited college or university in
Equivalent combination of education and 3 to 5 years related
experience may be substituted for the degree with the approval of
Client Services Management and Human Resources
One-year customer service experience preferred
One-year experience in a laboratory setting or other health care
related environment preferred
Skills and Knowledge
Must have strong customer service, interpersonal, written and
verbal communication skills, including the ability to provide
constructive criticism to peers.
Ability to apply judgment to written or oral instructions.
Ability to organize work to provide productive workflow, through
effective time management and prioritization skills.
Flexibility to work independently and with a team, with minimal
Has strong attention to detail.
Strong organizational, problem solving, and decision-making
Ability to respond quickly and proactively in a changing business
Ability to learn job specific computer applications.
Tools and Technology
Personal Computer (desktop, laptop, tablet)
General office equipment (computer, printer, fax, copy machine)
Microsoft Suite (Word, Excel, PowerPoint, Outlook)
Laboratory Information System (LIS)
Customer Relationship Management (CRM)%6371115%
Keywords: Versiti, Inc., Milwaukee , Customer Support Specialist - Diagnostic Labs, Other , Milwaukee, Wisconsin
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