Duties:

Summary

The Client Services Representative II is part of the Client Services Department supporting activities for global supply fulfillment and order management.  The Client Services Representatives II reports to the Manager, Client Services Department.  This position works closely with Customers, Sales, Sales Operations, Revenue Operations, Finance, Sr. Client Services, and external Vendors in processing of Harmony orders.  

Client Services Representatives II are passionate about ensuring an exceptional customer experience and approach each customer order with a high degree of quality.  Responsibilities include:  customer master data administration, all functions to complete post-sale customer set up and activation, and working with customers and Sales to resolve issues to ensure timely reporting and reimbursement. The Client Services Representatives II will support Revenue Operations by ensuring accurate assignment of insurance, client, and patient billing information to facilitate reimbursement.  CSR II's will be required to follow documented procedures, and be a champion for Quality and Compliance in our regulated environment.  In this role you will be driving operational excellence for the company.  

Responsibilities

• Responsible for the customer administration within the Customer Relationship Management System (CRM), Laboratory Information Management System (LIMS), and Electronic Medical Record System (EMR).

• Reviews, understands, and executes customer-specific requirements for order submission.

• Responsible for monitoring, tracking, and resolving all Electronic Medical Record submissions for order management.

• Provide first level support to customers:

o For inbound contact from Sales: Resolve level I issues; Escalate where appropriate.

o For outbound contact to client: Identify missing order or billing details; Educate on proper labeling, shipping, packaging, etc.; Verify account details. Escalate where appropriate.

• Resolve report delivery issues.

• Handle, evaluate, document, and resolve customer order issues to facilitate patient care, billing, and reimbursement.

• Support Revenue Operations Programs.

• Execute Patient Campaign Programs.

• Submit supply orders to fulfillment vendor for new and existing clients.

• Contribute to company or department projects/initiatives as needed.

• Escalate issues to appropriate internal resources.

• Recommend process improvements.

• As business needs require, perform duties of the Client Services Representatives I:

o Completes the submission of patient and clinician data into Laboratory Information Management System (LIMS) and Revenue Ops systems.

o Checks the work of others to assure order accuracy.

o Coordination of document retention including:  filing, scanning, retrieval of forms, and scheduling record pick up.

• Other duties as assigned by management. 

Skills:

• Must have strong attention to detail and equal focus on quality.

• Highly organized with excellent time management skills.

• Customer centric focus with delivering exceptional service.

• Can work independently with minimal supervision.

• Experience using Laboratory Information Systems (LIMS) and proficiency in Microsoft Office Suite desired.

• Customer Relationship Management (CRM) Software (e.g. Netsuite, (link removed)) desired.

• Knowledge of PHI and HIPAA guidelines preferred.

• Strong interpersonal, written, and verbal communication skills.

• Excellent people skills and ability to work well in a team environment.

• Experience working in a contact center a plus.

• Must be able to type at least 45 words per minute with excellent accuracy.

• Must be able to lift up to 35 pounds.

Education:

Associates Degree required but Bachelor Degree highly preferred.

Will consider equivalent work experience of 1+ years of experience in customer service/order management in a regulated, healthcare or CLIA laboratory experience