Job description

Customer Service Specialist: Long-Term Care/Nursing Home Division

Schedule: Monday-Friday or Tuesday-Saturday

About this Job:

As a member of the Customer Service Team, you will be the direct interface between all sales and operational departments with the lab. Supports our customer needs. Facilitate and coordinate administrative and operational needs with a “client centric” focus to meet their needs. Provide ongoing support to sales team to ensure optimization of all processes and communication. Maintain a high level of integrity in accordance with company culture.

The schedule we are looking for is:

Monday-Friday 08:00 am EST to 04:30 pm EST. Must be available evenings and holidays, if needed.

Customer Care Job Duties and Responsibilities:

• Facilitates communication from email and Teams between company departments.
• Answer all incoming calls to the 800 number and all phone calls for NextGen that do not go to individual cell phones.
• Triage all calls coming into NextGen and either providing customer service support to the caller or forwarding a message to the correct individual/department.
• Triage all companywide faxes.
• Assisting with Lab Nexus challenges, i.e., password reset and navigating the portal.
• Provide on-site support at COVID-19 testing clinics, when necessary.
• Onboarding new clients
• Schedule all VIP concierge appointments.
• Coordinate with Lab Liaison Department to schedule concierge services.
• Additional Lab Nexus and Lumin training for facilities, when requested.
• Onsite visits with facilities to secure relationships between lab and facility.
• Local courier services within 50 miles from the lab.
• Set up new accounts in Lab Daq server, Lumin and Lab Nexus portal.
• Provide access to new LN and Lumin users and send credentials via email.
• Post-Analytical lab services
• Move results to correct portal when facilities enter orders into wrong portal.
• Merge patient accounts in Lab Nexus and Lumin when needed.
• Provide TAT (Turnaround time) for all test resulting being conducted in the lab.
• Provide updates to clients/patients on the ETA status of their results.
• Work with assigned facilities to clear their holds and rejections in a timely manner.
• Triage complaints from facilities, providers, and patients.
• Assist the Billing Department with revenue cycle management purposes.
• Understands and adheres to HIPAA (Health Insurance Portability and Accountability) policies, procedures, and regulations to assure confidentiality.

Requirements:

• Detail oriented.
• Strong organizational skills.
• Proven record of accomplishment of strong work-ethic.
• Emotionally intelligent individual, with the ability to professionally interact with clients, patients, entry level staff and executive staff, as needed, with etiquette consistent with NGL culture.
• Growth mindset
• Ability to give (and receive) feedback.
• Willingness to learn new skills.
• HIPAA compliant
• Confident individual with the potential to progressively contribute to the leadership team and advance within the organization.
• Familiarity with LIS systems and practices
• Regular and consistent attendance

Job Type: Full-time

Pay: $16.00 - $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

COVID-19 considerations:
NextGen Labs follows all CDC guidelines for your protection from COVID-19.

Experience:

• Customer Service: 1 year (Preferred)

Work Location: In person

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