Customer Service Representative - Integrated Resources, Inc

Job Posting

Start Date: ASAP

Position: Client Services Associate

Pay Rate: *** hour

Shift: 6:30 AM - 3:00 PM, Monday to Friday; Onsite

Contract Extension/Conversion: Temp Project Ends 1/10

Required Education: High School Diploma

Summary of Duties and Responsibilities:

The Client Services Associate is responsible for overseeing the entire order process for specific OAEs and their associated accounts in Salesforce.com (SFDC). Key tasks include:

Order Processing: Manage orders in SFDC.

Provider Communication: Contact ordering providers via fax or phone for missing information, clinical discrepancies, specimen issues, etc., and follow up promptly.

Specimen Requests: Fax specimen requests to pathology and ensure timely follow-up to expedite turnaround time (TAT).

Order Holds: Resolve holds on orders to initiate specimen testing as soon as possible.

Workload Monitoring: Use the CS Dashboard to manage open tasks, order issues, clinical review completions, pending specimens, newly reported orders, QNS results, and incoming portal order or registration requests.

Physician Call Backs: Forward call back requests to appropriate personnel (Pathologist, Medical Science Liaison, Sales) and document in SFDC.

Portal Account Management: Set up new portal users, manage password resets, and provide IT support as needed.

Account Management: Create and update physician and medical practice records in SFDC, ensuring accurate and current information.

QNS Case Follow-Up: Proactively contact pathology for additional material when orders result as QNS or inappropriate sample type.

Incoming Calls/Emails: Be available for incoming calls to the main phone line and direct line, and monitor team and individual email inboxes.

Qualifications:

To perform this job successfully, candidates must meet the following requirements:

Multi-tasking & Organizational Skills: Excellent ability to manage multiple tasks efficiently

Technical Proficiency: Highly skilled in using a PC, the internet, and MS Office applications, especially Outlook.

Attention to Detail: Advanced skills in paying close attention to details.

Communication Skills: Ability to communicate clearly and professionally, both verbally and in writing.

Call Queue Experience: Prior experience in a call queue and reviewing purchase orders in an order management system.

Teamwork: Positive, can-do attitude and ability to work effectively in a team environment.

Flexibility: Willingness to adjust schedule during quarter-end or peak volume times.

Attendance: Punctual, regular, and consistent attendance.