Client Care Coordinator Helomics Corporation
THIS JOB HAS EXPIRED Summary: This position is responsible for ensuring overall client satisfaction by building and strengthening relationships by providing exceptional customer service. This position is a very busy role that is key to the success of growing sales. This position must be able to work in a team environment to provide leadership and mentoring to others when it comes to using judgment to make sound decisions based on business/client needs. This position is responsible for ensuring completion of all items needed for a region of sales representatives. This position coordinates customer service requests over the telephone to ensure high customer satisfaction.
Essential Responsibilities & Desired Outcomes include the following. Other duties may be assigned.
Handle inbound calls from clients obtaining information for return calls and or directing/transferring caller to the appropriate destination.
Handling inbound calls from patients as part of the Patient Advocacy Team (PAT).
Consistently and accurately enter data from information received from customers.
Communicate with physicians' offices or facilities to obtain required information within a designated time period in order to avoid delays in specimen testing.
Communicate effectively and professionally with external and internal customers including Laboratory, Clinical Information Management and Billing departments.
Send and receive faxes requesting and providing information.
Consistently provide a high level of customer service while communicating and coordinating with clients and sales reps to address all client service issues and provide necessary timelines to ensure problem solving and resolution support.
Successfully monitor and follow- up on all items associated with sales district, including seeing problems through to resolution and closure with customers
Ensure that commitments made to clients are met by proactively reviewing reports and information available through databases
Responsible for scheduling regular proactive communication with clients. Share feedback obtained with designated sales representatives
Determine appropriate action for resolution of client issues, document and implement plan as appropriate
Provide clear and concise communication regarding procedures and time frames to clients and other team members related to complex situations that require further research and analysis
Manage day to day schedule of work for region(s) assigned according to needs in an effort to achieve service level goals.
Organize, facilitate and/or participate to educate clients to ensure understanding of process and procedures to obtain final product
Provide feedback/solutions to manager/supervisor to minimize negative impact on customers and opportunities to improve processes
Perform and manage special projects as assigned.
Provide timely and appropriate support to management as needed for reporting and ad-hoc analysis
Identify customer related issues quickly and escalate as required to achieve resolution
Participate in the sales process by supporting sales staff in the paperwork process to obtain successful client satisfaction
Leverage client experience to provide opportunities to improve processes and workflows
||2516 Jane Street |
Pittsburgh, PA 15203
THIS JOB HAS EXPIRED