Description
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DMC University Laboratories (DMCUL) is a regional, integrated laboratory system providing services to the eight hospitals of Detroit Medical Center. DMC University Laboratories evolved in 1993 and is comprised of Core Laboratories, Specialty Laboratories, two rapid response hospital laboratories, Centralized Stat Lab, Centralized Blood Bank Lab, and full service outreach infrastructure which includes patient service centers, remote ambulatory laboratories, marketing staff, courier system and billing department. The DMC University Laboratories service area covers the entire Southeast Michigan market, and is growing at a rapid pace with the following outstanding features: Test menu of over 1,000 tests, which includes high end specialty tests. Less than 1% of our tests are sent to outside reference laboratories. Provide reference laboratory services to many of the other healthcare systems in Southeastern Michigan and several out of state facilities.
Summary Description
Under general supervision of Client Services Group Lead, functions as a resource to Client Services Representative Working within established procedures performs a variety of tasks in response to clients' requests and complaints.
Assists sales staff in trouble shooting complex client problems. Trains CSR staff as assigned. Provides training and orientation on department methods, procedures and policies to new personnel.
Provides input for establishing and/or revising departmental policies and procedures.
In conjunction with Group Lead, investigates and resolves complex and/or sensitive client issues, recommends appropriate actions, and follows up as needed. Attends in-service educational sessions yearly to maintain expert customer service skills.
Assists with special projects as necessary. Answers inquiries regarding patient results, specimen requirements, specimen pickups, and requests for physician supplies.
Acts as initial contact for receiving client complaints. Communicates with clients as well as laboratory staff in order to resolve specimen problems.
Maintains telephone contact with customers and external personnel on matters pertaining to accounts, billing cancellations, address changes, etc. Following established policies and procedures, contacts physician offices and staff to communicate complex stats and critical results.
Enters patient and test information into the computer system. Performs other related duties as required.
Qualifications
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Minimum Qualifications
1. High school diploma or equivalent.
2. Two or more years working as a Client Services Rep I at the DMC.
Skills Required
1. Training skills to provide staff mentoring and training.
2. Demonstrated ability to provide expert level of customer service and to positively represent the DMC when interacting with physician offices patients.
3. Demonstrated interpersonal skills when interacting with laboratory staff and DMC employees.
4. Must have enhanced conflict resolution skills to handle difficult telephone calls and respond to complex problem and informational needs.
5. Ability to manage workload in order to meet customer needs efficiently and effectively.
