Client Services Representative II

United States of America, California, San Jose

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  • 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:
    • Completes the submission of patient and clinician data into Laboratory Information Management System (LIMS) and Revenue Ops systems.
    • Checks the work of others to assure order accuracy.
    • Coordination of document retention including:  filing, scanning, retrieval of forms, and scheduling record pick up.


Formal Training/Education:

●        Associates degree required, but will consider equivalent work experience of 1+ years of experience in customer service/order management in a regulated, healthcare or CLIA laboratory experience.

●        Bachelor's degree highly preferred.


●        1+ years of experience in customer service/order management in a regulated, healthcare or CLIA laboratory experience preferred.

Knowledge, Skills, and Abilities:

●        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, 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.