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Client Services Specialist

Mid America Clinical Laboratories Indianapolis, IN
  • Posted: June 22, 2019
  • Full-Time

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 perform over 9 million tests per year. Based out of Indianapolis, we
have over 30 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, releasing 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. You will
provide backup to representative functions as needed. We are looking for
a fast-paced, tech-savvy, analytically-minded and flexible individual to
work the applicable hours including possible weekends and possible
holidays. WHAT YOU BRING TO THE TABLE: You... 1. Have a great attitude,
good tone and great attendance 2. Are interested in health-care and want
to help improve patient care 3. Are articulate and clear and believe
communication is key 4. Can work independently, think on your feet and
like to research and investigate 5. Love to learn and want to be a part
of an ever-changing, growing field 6. Can multitask and work with
multiple monitors 7. Have above-average Windows/computer experience and
EXCELLENT typing speed 8. Possess a sense of urgency to resolve issues
and handle your calls 9. Thrive in a fast-paced environment while
maintaining a professional and friendly attitude DUTIES AND
RESPONSIBILITIES: 1. 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 2. Handle all external and internal customer questions
and problems in a friendly, professional and timely manner, while
promoting positive communication on every call 3. 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 4. Initiate reporting of problems to ensure documentation for
quality assurance 5. Maintain knowledge of changes to all departmental
resources 6. Research, resolve and report problems (test ordering
problems, missing data, inappropriate specimens) in a timely manner 7.
Show ownership in responding to clients for problems and report
unresolved concerns to the appropriate supervisor 8. Follow established
Mid America Clinical Laboratories department and safety policies and
procedures, as well as established HIPAA and PHI compliance guidelines
9. Show flexibility in covering other shifts as needed or assigned 10.
Perform other job-related duties as assigned MINIMUM QUALIFICATIONS: 1.
High-School graduate or equivalent. 2 or 4-year college degree or
post-high-school education is a plus 2. Minimum 3 years of proven call
center, client services or customer service experience or equivalent
required 3. Excellent communication and listening skills; knowledge of
and ability to pronounce medical terminology is a plus 4. Demonstrated
moderate-level Microsoft Windows/Microsoft Office experience, or
equivalent (ability to troubleshoot and perform all basic functions) 5.
Minimum 45 WPM typing speed 6. Problem-solving, analytical thinking and
clear-minded judgment required, with the ability to prioritize multiple
tasks 7. Proven ability to work independently and in a group 8. Previous
healthcare, lab or phlebotomy experience is a plus BENEFITS: Health,
Dental, Vision, 401k with Match, Generous PTO, Tuition Assistance, Life,

Mid America Clinical Laboratories


Indianapolis, IN
46202 USA

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