Call Center Rep: Lab
- West Allis, WI
- Permanent
- Full-time
- Coordinates and follows through on inbound telephone calls for the laboratory, following client services procedures.
- Performs outbound telephone calls to clients following client service procedures. This includes client follow-up on all past due balances.
- Ensures rapid and appropriate complaint resolution and documentation.
- Maintains a working knowledge of all laboratory operations and databases of ACL, including Antrim, Sunquest and all other systems supporting client accounts.
- Documents and updates Business Office system with all information received and actions taken.
- Assists Field Service Representatives, Sales Representatives, and Collection Representatives with maintenance of existing accounts.
- Assists with the development and maintenance of Client Service policies and procedures.
- Acts as a resource for providing general direction and technical assistance to billing and other laboratory staff.
- Applies all incoming cash to client accounts.
- Instructs students and new caregivers as assigned.
- None Required.
- High School Graduate.
- Typically requires 2 years of experience in client service in an insurance, utility or health care organization, particularly with handling inbound & outbound telephone support.
- Medical billing experience preferred.
- Excellent human relations skills.
- Strong analytical and organizational skills.
- Excellent oral and written communication skills as well as the ability to deal with many details pertaining to an issue.
- Computer experience with laboratory information systems, Windows, database, and word processing preferred.
- Interpersonal skills necessary to deal effectively with client service staff, all levels of management, and all external contacts including industrial clients, physicians, patients and the community.
- Demonstrates good decision-making skills.
- Ability to use the telephone effectively with a clear speaking voice and a courteous manner.
- Operates all equipment necessary to perform the job including personal computers, printers, faxes, and telephones.
- Ability to deal with high levels of job-related stress.
- Must be willing to handle potentially hazardous and/or infectious materials.
- Must possess good command of the English language with the ability to analyze written, spoken, and visual material.
- Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
- Premium pay such as shift, on call, and more based on a teammate's job
- Incentive pay for select positions
- Opportunity for annual increases based on performance
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program