Client Service Representative

The Client Service Representative position plays a vital role at ReproSource.  This phone based position helps ensure the proper coordination of clinical care services provided by ReproSource.  The role of a Client Service Representative is the most diverse position at ReproSource as it requires assimilation of information from all aspects of the organization while rapidly responding to the needs and concerns of ReproSource’s clients and patients.  As a Client Service Representative, you have the honor, privilege, and responsibility of being the external face of the company and are, therefore, expected to present yourself with the utmost in professionalism and kindness.  In this position, you are expected to tackle fast-paced, complex interactions which often occur simultaneously.  The position is focused on conversing with clients and patients to coordinate testing, troubleshooting issues, and act as a resource for clients and patients.  The inspiration to a Client Service Representative should be the reward of ultimately knowing you are helping people complete what is for many people, the most important journey of their lives: having a child.

QUALIFICATIONS:

• Bachelor, Medical Technology, or Biology degree, or 2 yrs + in a customer service related field
• Exceptional customer service skills for phone, computer and face to face conditions, must have patience, be attentive, good listening skills, have tenacity and able to “read” customers emotional state
• Previous experience in laboratory or medical device call centers
• Must be able to work in a non- black & white protocol environment, required to demonstrate good judgement and using all resources in organization to provide the correct answers 
• Outstanding interpersonal, verbal and written clear communication skills and the ability to effectively communicate with various levels of management
• Strong computer, analytical, organizational and time-management skills
• Must be flexible, able to effectively multi-task, and work effectively in a fast-paced, high volume work environment
• Consistently maintain a positive professional attitude
• Requires strong attention to detail

ESSENTIAL FUNCTIONS:

• Treats others with sensitivity and empathy, recognizing people are dealing with multiple challenges both professionally and personally
• Listens attentively to patients and clients, and colleagues to ensure understanding of their needs and asks questions if something is not clear
• Manages his/her case load on a daily basis, requires outbound calling to patients for the initial and follow up coordination of fertility testing
• Simple customized kit builds (OAR, YCMD & Karyotype, HLA, ASR 2.0) for mobile draw patients
• Reviews clinical testing order with off-site collection patients, and explains in great detail the collection and billing processes based off of the type of testing requested
• Required to make outbound calls to clients concerning test verification, problem samples, test information, critical values, abnormal results and test cancelations
• Able to act on incoming client and patient calls regarding results, testing, appointments, bills, and all types of client or patient concerns promptly and accurately
• Conducts discussions of confidential information in appropriate settings to avoid unintentional disclosure and adhering to all HIPAA guidelines
• Greet and work with patients collecting samples on-site