Customer Service Rep I
Fresenius Medical Care is seeking a Customer Service Rep I for a hybrid position based in Lawrence, MA. The role involves communicating with clients to provide timely and accurate laboratory results, assisting with inquiries, and documenting calls in the appropriate systems.
Responsibilities
- Communicates information and acts as a resource for clients by telephone and fax
- Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports)
- Under close supervision, acquires job skills and learns company policies and procedures to complete routine tasks
- Contacts clients of abnormal test results, problems with specimens and requisitions, verify information
- Assists clients with questions regarding status of tests, test requirements, specimen handling, etc
- Assists clients with requests for changes to their requisitions, critical values, and patient information
- Documents all calls into appropriate systems
- Instructs (assists) clients with test ordering, specimen preparation, packaging, and shipping specimens
- Takes supply orders, sets up standing orders and arranges for the appropriate delivery time and any related reports as needed
- Keeps up to date in all technical information and new policies and procedures
- Communicates with Sales and Clinical Support Reps about clients
- Communicates with all departments to resolve client questions and problems in a timely manner
- May refer to senior staff for assistance with day-to-day problems that may arise
- Escalates issues to supervisor for resolution, as deemed necessary
- Assist with various projects as assigned by direct supervisor
- Other duties as assigned
Skills
- High School Diploma required
- 0 – 1 year's related experience
- Prior call center experience and/or multi-line phone system
Benefits
- Medical, dental, and vision insurance
- A 401(k) with company match
- Paid time off
- Parental leave
Company Overview