Customer Operations Rep

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Job description

POSITION SUMMARY
The responsibilities of this position are: the ideal candidate will be able to manage all customer care functions for a growing CLIA certified diagnostic company. This candidate will provide a high-quality experience for our customer base, which is comprised of physicians, patients, care providers and potentially other labs. We are seeking a highly motivated and resourceful person who will be responsible for providing direction of all call center and appropriate data entry operations. This candidate must be able to manage day-to-day business area activities, exhibit patience with incoming calls, interface with various team members within the company, and be dedicated to problem solving within a timely manner as the need arises.

ESSENTIAL FUNCTIONS

Respond to customer requests via telephone or emails, providing a high level of customer service experience to all customers.
Interface with Sales, CLIA lab staff, operations and executive team.
Offer timely contact and solutions to all incoming requests from patients, providers and partners.
Track responses and follow up with customers to ensure completion.
Partner with sales and lab operations to ensure successful functions.
Continually review processes to improve efficiency and customer experience.
Participate in Laboratory compliance and quality plans on a regular basis to ensure regulatory obligations are met.
Follow company policies and practices as outlined in all company resources, including, but not limited to, safety and compliance guidelines.
Performs additional duties as assigned.

JOB SPECIFICATIONS

Education and Experience:
High school diploma required. Bachelor's Degree preferred.
Minimum of one (1) year working within diagnostics, medical device, biopharma, biotech, healthcare and related life sciences industry.
Experience with customer care operations is required.
Some process improvement experience within a diagnostics, medical device, biopharma, biotech, healthcare or related life sciences organization desired.
Prior call center experience is highly preferred.

JOB SPECIFICATIONS (continued)
Knowledge, Skills, and Abilities:
Deep understanding of the challenges and requirements of running excellent customer care operations.
Strong ability to analyze performance trends and operational metrics in an effort to identify and articulate performance issues and improvement opportunities.
Track record of managing relationships and projects.
Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style.
Proven ability to analyze issues for root cause, and fix them at the source.
Must be able to make quick and concise decisions.
Proficient in the use of computer applications and software, including Microsoft Word, Excel, and Outlook.
Working knowledge of SalesForce and laboratory information management system (LIMS) a plus.
Diverse background that includes experience with, clinical labs, marketing, sales and product management is a plus
Has strong interpersonal interaction skills and demonstrable ability to work collaboratively at all levels within the Bio-Techne organization.
Skilled in anticipating and resolving issues.
Excellent attention to detail, time management and process management.
Able to perform a wide variety of tasks and multi-task efficiently.
Able to present professional demeanor.
Customer service skills for interacting with patients regarding resolution of medical claims and payments
Ability to work well in a team environment
A calm manner, patience and professional behavior at all times while working with either patients, insurers, internal and external partners.
Understanding of legal and ethical issues concerning patient confidentiality (HIPAA).
Ability to handle high volume of work accurately and under stress and time constraints.
Ability to view video display terminals Ability to sit and/or stand for up to 4 hours at a time.
Ability to bend, reach, and lift up to 25 lbs

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or . - provided by Dice