This is an exciting time to join our dynamic organization! BioReference, an OPKO Health company, is the largest full service specialty laboratory in the United States that gives healthcare providers and patients the power to make confident healthcare decisions. With a focus on oncology, urology and women's health, BioReference offers comprehensive test solutions and unparalleled expertise based on a 40 year legacy of proven science and exceptional service. Join our team and become part of the journey in making our patients and customers the highest priority

Position Summary:

Serve as a primary resource to customers regarding test requirements, specimen submission, and status of results, medical supply orders, and demographic updates.

Duties and Responsibilities:

• Identify, research, and resolve customer issues utilizing appropriate resources and tools to ensure client satisfaction

• Daily access of MS Teams application

• Continuous monitoring and acknowledgement of communications sent through MS Teams issued by management via BRL Customer Service channel

• Continuous usage of CS Leads -Team Inquiries when needing immediate assistance

• Uphold and advocate the department mission statement (Deliver the best Customer Service in the Industry)

• Decipher which issues need to be escalated to the Lead/Management

• Identify opportunities for process improvement

• Work a minimum of 1-2 holidays annually

• Maintain an average of 12-15 calls per hour (subject to change based on department volume + specialized skillsets)

Required Skills:

• Strong verbal and written communication skills

• Computer literate, working knowledge of Microsoft applications (Word, Excel, Outlook)

• Strong problem-solving skills

• Strong organizational skills and ability to prioritize work

• Ability to multi-task in a fast-paced environment

• Ability to handle stressful situations (Example: Irate customers)

• Team player (Exhibits effective interaction with inter/intra departmental technical staff and other departments

• Embrace and utilize the Customer Service Excellence tools and techniques trained during Onboarding

• Ability to always conduct professionalism

• Ability to accept and embrace change

Preferred Skills:

• Bilingual

• Medical terminology proficient

• 2 years' customer service experience

• Able to type at least 30 WPM

Education:

• High School or Equivalent

BioReference Laboratories is an Equal Opportunity Employer