Working Hours: 8:30-5:00pm Monday - Friday (hours could change due to business needs)Company Mission & Vision: To be the best provider of comprehensive and innovative clinical laboratory services for the prevention, diagnosis, and treatment of complex, chronic disease. The Genova Diagnostics team will improve the lives and well-being of patients by bringing insights to the complexity of health.Candidate Profile: As a Customer Care Representative, you enjoy creating positive customer experiences. You get a rush from figuring things out and helping other people. You are friendly, empathetic, curious, and resilient. It takes a lot to ruffle your feathers. You enjoy being part of a team, are comfortable in a fast-paced environment, and can work a flexible schedule between certain set hours. You are able to treat every customer as though they are our most important client. You appreciate having a mentor and receiving feedback because you are always working to be your best self. Being a part the company's vision to improve the lives and well-being of patients is exciting to you! Position Summary: The Customer Care representative interacts with customers via phone, email, or fax to answer questions, resolve issues, and maintain customer loyalty and satisfaction. It is a primarily phone- and computer-based role interacting with healthcare practitioners, their office staff, and patients about all aspects of the customer's experience using a variety of software tools.Essential Duties and Responsibilities: Create positive customer experiences by:
- Treating customers with friendly, authentic, compassionate professionalism
- Using strong interpersonal skills to identify customer needs, solve problems, and generate satisfaction
- Providing accurate information and proactive education
- Advocating on customers' behalf whenever appropriate
- Communicating clearly, concisely, and confidently through various media (phone, email, etc.)
- Contributing to a team culture of swift responses to customer needs
- Keeping your commitments to customers and colleagues
- Collaborating with team members as needed, including documentation where appropriate/required
- Treat all co-workers with the same friendly professionalism as we treat our customers.
- Advocate for changes to policy, procedure, and practice at all levels of the department on behalf of customers.
- Know, understand, and follow all department and corporate policies and all applicable laws and regulations.
- Adhere closely to a schedule that may be different from day to day, between 8am and 8pm. Schedules are available more than 10 days in advance.
- Maintain proficiency in at least one primary department discipline (Billing, General Inquiries, Collections, etc.)
RequirementsEducation & Experience: Customer Care Representatives should have completed at least an Associate's Degree at the college level or similar. Comparable professional or service experience may be considered. Experience in healthcare service, billing, or a contact center environment is preferred but not required. This role requires a strong grasp of professional English. A successful Customer Care Representative welcomes and incorporates constructive coaching, and seeks to develop their skills and abilities.Technical: Customer Care Representatives use computers and phones to do their work so they must be comfortable using a variety of computer applications quickly and correctly. Proficiency with the Windows operating system environment and fundamental computer terms, concepts, and skills are required. Proficiency or certification in Microsoft Office applications is strongly preferred, with particular emphasis on Outlook. Ability to type 40 wpm with 97% accuracy is required, and strong note-taking and organizational skills preferred.Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Customer Care Representatives are regularly required to sit; use hands to handle or type; reach with hands and arms; talk; and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus with or without use of corrective lenses or appropriate assistive devices not provided by Genova.