**Experienced Customer Service Representative – Laboratory Medicine Call Center**

At arenaflex, we are committed to delivering exceptional patient care and service excellence in a fast-paced and dynamic environment. As a valued member of our team, you will play a critical role in providing top-notch customer service to patients, healthcare providers, and other stakeholders. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity.

• *About arenaflex**

arenaflex is a leading healthcare organization dedicated to providing innovative and compassionate care to our patients. Our commitment to excellence is reflected in our state-of-the-art facilities, cutting-edge technology, and highly trained staff. As a Laboratory Medicine Call Center Specialist, you will be part of a team that is passionate about delivering exceptional patient care and service excellence.

• *Responsibilities**

As a Laboratory Medicine Call Center Specialist, you will be responsible for:

• Responding to a high volume of patient and provider calls in a fast-paced call center environment
• Answering questions, providing results, and scheduling tests as necessary
• Complying with all HIPAA verification procedures to ensure confidentiality and security of patient information
• Researching and investigating patient and provider inquiries to direct callers to the correct source or follow up to resolve issues
• Balancing good customer service skills with the need to expedite calls to meet heavy demands
• Utilizing various Laboratory Medicine computer systems and paper documentation to provide accurate information to clients
• Communicating location, directions, and hours of all Laboratory Draw Station sites with patients
• Informing patients of their financial responsibility as it relates to billing requirements and non-covered balances
• Gathering and redirecting pertinent information to the appropriate department section personnel
• Directing calls appropriately to other arenaflex Departments as needed
• Documenting customer service complaints and resolution as per arenaflex policies and procedures
• Working effectively with other sections within the Department, including front-end processing, send-out office, individual laboratories, and central administration
• Establishing relationships with Outreach clients to facilitate responsibilities
• Collaborating with the Management team to correct any variances that occur within the system
• Providing service excellence as outlined in the arenaflex Standards of Professional Behavior
• Ensuring smooth functioning of all processes to guarantee a positive patient experience
• Notifying team of experienced delays and keeping patients informed when delays occur
• Answering telephone by responding no later than the third ring, demonstrating appropriate telephone etiquette guidelines
• Recognizing when Service Excellence has been compromised and initiating the Service Recovery Process
• Following Department Uniform Policy and Dress code Guidelines related to professional, business attire
• Utilizing effective communication skills when coordinating work efforts, training, and proposing workflow adjustments and processes

• *Qualifications**

• High school diploma or GED required; Bachelor's Degree in business-related field preferred
• One to two years' work experience in a customer service environment, preferably in a hospital or physician office with patient interaction
• Strong computer and communication skills, including medical terminology
• Previous medical, clinical laboratory, or customer service experience desirable
• Self-directed, well-organized, and team-oriented skills with the ability to educate and convey instructions to patients and their families
• Proficiency with Microsoft Word, EXCEL, and Access applications, and type at least 35 wpm preferred
• Ability to multitask and reprioritize in response to fluctuations in volume
• Strong interpersonal skills and ability to build rapport with a wide variety of individuals, including clinical staff
• Basic understanding of phlebotomy and medical terminology
• Excellent investigative, critical thinking, and problem-solving skills
• Intermediate computer skills and the ability to adapt to various programs/systems
• Demonstrated proficiency in understanding phlebotomy and patient registration that affect workflow
• Ability to provide training or in-service to other staff, students, and other areas within the department and hospital
• Maintain calm and positive attitude in stressful situations
• Ability to respond to changing workload and work environment
• Must be able to work in a fast-paced environment
• Must have the ability to always maintain professionalism

• *Skills and Competencies**

• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to multitask and prioritize in a fast-paced environment
• Proficiency with various computer systems, including Epic, Cisco, and SDK
• Strong customer service skills with a focus on patient satisfaction
• Ability to work effectively in a team environment
• Strong organizational and time management skills
• Ability to adapt to changing priorities and deadlines
• Strong attention to detail and accuracy
• Ability to maintain confidentiality and security of patient information
• Strong analytical and problem-solving skills
• Ability to think critically and make sound judgments
• Strong communication and interpersonal skills
• Ability to work effectively in a team environment
• Strong organizational and time management skills
• Ability to adapt to changing priorities and deadlines

• *Career Growth Opportunities and Learning Benefits**

As a valued member of our team, you will have opportunities for career growth and professional development. arenaflex is committed to investing in our employees' education and training, providing a range of benefits, including:

• Opportunities for advancement and career growth
• Comprehensive training programs to enhance your skills and knowledge
• Access to cutting-edge technology and equipment
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance
• Opportunities for professional development and continuing education

• *Work Environment and Company Culture**

arenaflex is a dynamic and fast-paced organization that values innovation, teamwork, and customer satisfaction. Our work environment is collaborative and supportive, with a focus on delivering exceptional patient care and service excellence. As a Laboratory Medicine Call Center Specialist, you will be part of a team that is passionate about making a difference in the lives of our patients and their families.

• *Compensation, Perks, and Benefits**

arenaflex offers a competitive compensation package, including:

• Competitive salary and benefits
• Comprehensive health insurance
• Retirement savings plan
• Paid time off and holidays
• Opportunities for professional development and continuing education
• Recognition and rewards for outstanding performance
• Collaborative and supportive work environment

• *How to Apply**

If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

• *Equal Employment Opportunity**

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity.

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