Posting ID : A1068534351
Date Posted : 2015-08-19
Category : Customer Service
Client Support Representative
Why Ascend Clinical?
Ascend Clinical, LLC is the nation's leading ESRD laboratory for independent dialysis providers, delivering testing and electronic ordering and reporting services that are second-to-none.
From diagnostic samples to acutely accurate results, in turn providing life-sustaining and life-saving treatments for patients is all in a day's work. As the Client Support Representative you will play a vital role in the process. You will be part of the Client Support Team and applying your expertise in support of both Ascend Clinical and Ascend Genomics' support programs.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Receive and handles all telephone calls and correspondence pertaining to customer service
Resolve service problems by clarifying the customer's concerns; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Responsible for responding to complex inquiries, solving non-routine problems using independent judgment and discretion, ensuring client and customer satisfaction with all products and services
Provide pro-active outgoing communication & guidance with specified clients, such as specimen/system issues and resolutions
Communicate with appropriate depts. (Lab Managers, Physicians, Nurses, Hospital staff) regarding maintenance requests and changes for product. Follow-up with client and /or appropriate departments to ensure maintenance is completed accurately and expediently
Perform data entry and match documents to appropriate accounts to verify up to date and accurate information
Review and recommend modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions
Make outbound calls to notify client of life threating results in a timely manner
Other duties as assigned
High School Degree or GED required, four years College or University preferred
Minimum 2 plus related experience preferably in a medical environment; particularly laboratory, dialysis, or healthcare/medical office support; but not required
Spanish Bilingual is a plus
High proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint & Outlook).
Smaller company atmosphere, where you make an impact as a person, not a number.
Reimbursement for work related tuition, certifications and training.
Generous PTO Policy and Company 401K match.
Free Covered Parking.
Superb DTC location with onsite cafeteria and easy access to multiple restaurants and shops.