Specialist DL Customer Support

Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

Under the direction of department leadership, responsible for providing a high level of inbound and outbound customer service for customers of Diagnostic Laboratories. Acts as a liaison between customers and internal departments to drive customer satisfaction and retention and resolve customer issues as appropriate. Provides support for test menu additions and updates.

Screens and handles all inbound customer service requests via phone and email and serves as the face of Diagnostic Labs on all professional inquiries in a positive, results-oriented manner; seeks additional help when necessary. Documents all customer contact in appropriate software.
• Acquires and maintains a thorough understanding of the products/service lines of the Diagnostic Laboratories with ability to speak comfortably, at a high level, to inquiries with ease.
• Clearly communicates Versiti Diagnostic Laboratories and Donor Testing Laboratory specimen requirements, test order requirements, and billing policies with customers.
• Provides customers with accurate pricing and recommended CPT or PLA codes for test offerings.
• Provides internal customer support to all laboratories within Versiti Diagnostic Labs and interfaces on their behalf with external vendors and other Versiti support departments including, but not limited to, Sales and Marketing, LIS & DL Billing, Clinical Trials Operations, Hospital Services & Hospital Relations, and Accounting.
• Resolves and documents complex issues with clients, specimens, requisitions, and billing, as appropriate. Ensures that issues outside of the scope of this position are directed to appropriate personnel for handling. Follows up on outstanding items and monitors progress through resolution.
• Serves as customer facing subject matter expert on and responds to calls/questions regarding use of web-based order entry and reporting applications; instructs and assists customers in the use and troubleshooting of system.
• Identifies and responds appropriately to customer needs and concerns regarding current services; communicates potential new service opportunities to appropriate personnel/leadership.
• Sets up and maintains client accounts in appropriate systems, and supports the Versiti Accounting team with obtaining customer payment on outstanding invoices, as needed.
• Communicates issues and opportunities to DL leadership and leads follow up with customers as appropriate.
• Using strong attention to detail, performs review of customer facing documents for accuracy; works with project team to ensure only high-quality accurate documents are published to customers.
• Writes, edits and reviews new and existing procedures, policies, job aides and SOPs for the department.
• Takes initiative to serve as point person on departmental assignments/projects.
• Opens and closes customer service department independently and ensures promise to customer is met.
• Provides recommendations for potential process improvements, seeking input from team members.
• Maintains inventory of appropriate office supplies.
• Maintains confidentiality of all patient information.
• Supports Versiti's mission, vision and values as well as department goals and objectives.
• Works well in team environment.
• Other duties, as assigned.
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Education

• Bachelor's Degree from an accredited college or university in science required
• Equivalent combination of education and 3 to 5 years related experience may be substituted for the degree with the approval of Client Services Management and Human Resources required

Experience

• 1-3 years customer service experience required
• 1-3 years experience in a laboratory setting or other health care related environment preferred

Knowledge, Skills and Abilities

• Must have strong customer service, interpersonal, written and verbal communication skills, including the ability to provide constructive criticism to peers. required
• Ability to apply judgment to written or oral instructions. required
• Ability to organize work to provide productive workflow, through effective time management and prioritization skills. required
• Flexibility to work independently and with a team, with minimal direct supervision. required
• Has strong attention to detail. required
• Strong organizational, problem solving, and decision-making skills. required
• Ability to respond quickly and proactively in a changing business climate. required
• Ability to learn job specific computer applications. required

Tools and Technology

• Personal Computer (desktop, laptop, tablet) required
• General office equipment (computer, printer, fax, copy machine) required
• Microsoft Suite (Word, Excel, PowerPoint, Outlook) required
• Laboratory Information System (LIS) required
• Customer Relationship Management (CRM) required