Job: Client Service Rep I

Requisition Number 09-0932
Post Date 10/21/2009
Title Client Service Rep I
City Salt Lake City
State UT

GENERAL FUNCTION:


Learn and demonstrate competence in the policies, procedures and processes associated with delivering excellent customer service at ARUP Laboratories. Learn to provide a supportive link between ARUP customers and all other areas within ARUP. Project a professional image through telephone communication to internal and external ARUP customers. Engage and support the Client Services mission of: Continuously be the best at providing knock your socks off customer service in an efficient and effective manner to assure customer satisfaction and quality patient care.


REPORTING FUNCTION:


This person reports to the supervisor of the department to which she/he is assigned.


ESSENTIAL DUTIES AND ACCOUNTABILITIES:


1. Receives and initiates telephone calls to/from ARUP customers, including but not limited to:

a) Reporting test results accurately to the appropriate person.

b) Adding/canceling tests.

c) Providing specimen requirements.

d) Researching test availability.

e) Providing testing fees.

f) Basic problem solving.

g) Ordering supplies.

h) Pending list review.


2. May be assigned a client to which special attention is given. As needed, the Client Service Supervisor will assign clients and explain what needs to be done and how often to check that client's pending tests.


3. Triage calls and forward to the correct individual/department at ARUP.


4. Provide results both verbally and by written charts to ARUP customers. Ensure the privacy and confidentiality of all communications.


5. Document all phone calls.


6. Provide appropriate and timely follow-up to clients.


7. Attend Customer Service Training provided by ARUP.


8. Upon completion of training in Client Services, you will complete a training checklist and be required to pass a competency test.


9. Other duties as assigned by the Client Service Supervisor.

JOB QUALIFICATIONS:


Education/Credentials:


High School Diploma or equivalent.


Experience:

A minimum of one year of previous customer service experience in a call center or other telephone communication environment.


Physical and other requirements:


Must be able to communicate effectively in English. Must have a minimum of one year related telephone/communication skills projecting a professional image and pleasant demeanor (business casual dress). Must have some knowledge of medical terminology. Must have the ability to learn and retain information.


Special demands:


Individual should be able to type or perform keyboard entry at 40 wpm or more. Experience with a PC is preferred. Must be willing to work weekends, holidays and overtime as needed.