Full-time, 40 hours per week, day shift, 10:00am - 6:30pm, Monday-Friday with Saturday rotation
SUMMARY:
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Supervises and coordinates the activities of assigned employees in the Customer Care Department. Provides logistical leadership and training to all team members. Responsible for reporting and documenting clinical laboratory results and answering client calls.
PURPOSE:
The purpose of this document is to describe the general nature and level of work performed by personnel as classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:
- Performs all duties and responsibilities of those supervised, as required. Provides 24/7 rotating on call coverage.
- Assists in the development of and maintains Standard Operating Procedures according to Clinical Laboratory Standards Institute guidelines for the Customer Care Department.
- Supervises departmental activities/staffing assignments to maintain a high quality of work. Takes corrective action when necessary to redirect activities and to correct problems. Monitors work activities to improve efficiency.
- Evaluates phone calls by real time monitoring to ensure quality and integrity.
- Prepares various qualitative and quantitative reports and records.
- Approves payroll submissions, PTO requests and service invoices. Maintains attendance records.
- Reviews current literature to keep informed of new developments in the field.
- Supports Education Department personnel/trainers and/or designee in the training/orientation of new staff members and participates in CSI and continuing education programs.
- Strives to improve communications within the Customer Care Department by conducting/recording regular meetings.
- Assists in planning for effective utilization of resources.
- Supports Customer Care Associates with the electronic channels of all associated software applications regarding direct written and verbal communication with clients, consumers, customers, patients and HNL support teams.
Required Skills
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
High school diploma or GED with 3 years Customer Care and/or other related experience.
Language Ability:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Math Ability:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
Microsoft Office Products, processing, spreadsheets, e-mail, designated laboratory and customer service software.
Required Experience
