Acts in a supportive role to the manager as well as the Director. Coordinates and directs the activities of client services operations and staff. Oversees and supervises the daily operations of high-volume call center including call list, add-ons, and client customer service, under the supervision of the Manager to provide high quality, cost effective, customer service and patient care with a competent staff including hiring, termination, and performance oversight. Coach and mentor staff including but not limited to providing guidance and feedback to ensure highest level of patient and client experience. Audit recorded calls for customer service and quality for reporting established standards. Accurate and timely call list management including documentation of calls and read back names per CAP requirements. Provides coverage to front-line operations to maintain business continuity, if needed. Advanced knowledge of medical/laboratory terminology. Extensive knowledge of laboratory operations to include customer service, specimen collection, accessioning and processing.
Acts in a supportive role to the manager as well as the Director. Coordinates and directs the activities of client services operations and staff. Oversees and supervises the daily operations of high-volume call center including call list, add-ons, and client customer service, under the supervision of the Manager to provide high quality, cost effective, customer service and patient care with a competent staff including hiring, termination, and performance oversight. Coach and mentor staff including but not limited to providing guidance and feedback to ensure highest level of patient and client experience. Audit recorded calls for customer service and quality for reporting established standards. Accurate and timely call list management including documentation of calls and read back names per CAP requirements. Provides coverage to front-line operations to maintain business continuity, if needed. Advanced knowledge of medical/laboratory terminology. Extensive knowledge of laboratory operations to include customer service, specimen collection, accessioning and processing.
High School Equivalent / GED 2 yrs exp in medical laboratory, phlebotomy or call center req. Associates Degree or Medical Laboratory Technician pref. Previous supervisory exp pref