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Client Services Specialist, Work at Home

Mid America Clinical Laboratories Indianapolis, IN
  • Posted: June 29, 2019
  • $12 Hourly
  • Full-Time

JOB TITLE: Client Services Specialist, Work at Home ? LOCATION:
Indianapolis and surrounding areas (on-site training) ? DEPARTMENT:
Client Services ? POSITION: Full-time (40 hours) ? PAY: Starting at
$12.92/hour, additional shift-differential may apply ? BENEFITS: Health,
Dental, Vision, 401k with Match, Generous PTO, Tuition Assistance, Life,
Disability ? WHO WE ARE: ? Mid America Clinical Laboratories is the
largest clinical lab in Indiana. As a joint venture owned and in
partnership with Community Hospital, St. Vincent Hospital, Quest
Diagnostics and CoLab, we handle over 9 million tests per year. Based
out of Indianapolis, we have over 40 Patient Care Centers throughout
Indiana, each with an average visit time under 15 minutes. Mid America
is dedicated to hiring people who believe in exceptional testing,
quality patient care, great customer service and constant improvement.
As our organization grows in central Indiana to handle more testing and
to expand our test menu to better service our clients and patients, we
are dedicated to our involvement in the local community. ? Our Client
Services team stands as the front-facing side of Mid America. Our call
center handles almost all inbound calls for the company, releases test
results to physicians, requests from patients for their own lab results,
outbound calls to patients and physicians, test clarification questions,
research and reporting STAT and critical results. Client Services runs
24/7, allowing us to manage hospital testing and report critical results
to our clients at all hours of the day, expediting patient care and
bringing a high level of reliability to lab testing. ? POSITION SUMMARY:
As a specialist, you will be the 2nd level of support for our front line
representative team. You will handle inbound calls from patients,
nurses, physicians and internal customers as we answer all questions
related to testing, results and specimens. You will also make outbound
calls to patients and physicians related to tests, test results and
critical results. We are looking for a fast-paced, tech-savvy,
analytically-minded and flexible individual to work applicable hours,
including possible weekends. After ON-SITE training at our Regional lab
(Indianapolis), this will be a work at home position. With the
convenience of working from the comfort of your own home, you will
provide exceptional customer service and patient care while avoiding
long commutes, traffic, the rising prices of gas and wear and tear on
your vehicle! ? WHAT YOU BRING TO THE TABLE: ? You... Are interested in
health-care and want to help improve patient care Are articulate and
clear and believe communication is key Can work independently, think on
your feet and like to research and investigate Love to learn and want to
be a part of an ever-changing, growing field Can multitask and work with
multiple monitors Have above-average Windows/computer experience and
excellent typing speed Possess a sense of urgency to resolve issues and
handle your calls Thrive in a fast-paced environment while maintaining a
professional and friendly attitude YOU WILL NEED TO PROVIDE: A
high-speed internet connection. A computer is not needed, but your
equipment will need to be wired to your router/modem (no wireless
allowed). Minimum dedicated 20mb download/5mb upload speed. Will require
proof of speed tests before start date An office or private room where
you can make/take calls uninterrupted during your shift; on-site
inspection will occur before start date WE WILL PROVIDE: On-site
training All necessary work equipment, including computer, 2 monitors,
mouse, keyboard, surge protector, etc. DUTIES AND RESPONSIBILITIES:
Answer and respond to inbound calls regarding test results, test
requirements, stability, Patient Care Centers, PHI requests, Add-on
requests, missing/lost specimens and other problems in a timely manner
Handle all external and internal customer questions and problems in a
friendly, professional and timely manner, while promoting positive
communication on every call Monitor and notify clients of abnormal, STAT
and critical test results, client requested results delays in testing,
cancellations and problem orders in a timely manner? Initiate reporting
of problems to ensure documentation for quality assurance Maintain
knowledge of changes to all departmental resources Research, resolve and
report problems (test ordering problems, missing data, inappropriate
specimens) in a timely manner Show ownership in responding to clients
for problems and report unresolved concerns to the appropriate
supervisor Follow established Mid America Clinical Laboratories
department and safety policies and procedures, as well as established
HIPAA and PHI compliance guidelines Show flexibility in covering other
shifts as needed or assigned Perform other job-related duties as
assigned MINIMUM QUALIFICATIONS: High-School graduate or equivalent. 2
or 4-year college degree or post-high-school education strongly
preferred 3 years of proven call center, client services or customer
service experience or equivalent required Excellent communication and
listening skills and ability to effectively pronounce medical
terminology Demonstrated moderate-level Microsoft Windows/Microsoft
Office experience, or equivalent (ability to troubleshoot and perform
all basic functions) Minimum 40 WPM typing speed Problem-solving,
analytical thinking and clear-minded judgment required, with the ability
to prioritize multiple tasks Proven ability to work independently and in
a group required Previous work-at-home experience preferred Previous
healthcare, lab or phlebotomy experience preferred

Mid America Clinical Laboratories


Indianapolis, IN
46202 USA

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