Client Services Agent
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Job Description
Client Services Agent supporting customers for ARUP Laboratories’ clinical and anatomic pathology reference laboratory. Managing patient orders, test inquiries, issue resolution, and customer communications remotely.
Responsibilities:
- Build and maintain customer relationships through phone, email and other communications
- Create and modify patient orders and demographics following complex ordering procedures, processes and policies
- Prioritize, research and respond to requests for test information, specimen requirements, supplies and fees
- Provide positive, professional and empathetic customer service
- Exercise judgment regarding complex job requirements to best serve patients, customers and ARUP
- Document and follow through on cases using information management, case ownership and prioritization
- Provide education, guidance and resolution regarding available resources, information and application utility
- Utilize multiple ARUP systems to research and resolve customer issues
- Serve as a liaison between ARUP customers and technical sections
- Perform other duties as assigned
Requirements:
- High School Diploma or Equivalent or better
- Ability to type 35 WPM and 10 key skills
- Basic computer skills including internet proficiency and ability to effectively navigate computer and phone systems
- Remote workers only: internet download speed of 75mbps and upload speed of 50mbps or ability to obtain prior to start date
- Ability to work Monday, Wednesday, Thursday, Friday, 32 hours per week, 7:30 AM–4:00 PM MST
- Ability to complete approximately 9 weeks of training, Monday–Friday, 8:00 AM–4:30 PM or 1:00 PM–9:30 PM
- Biohazard laboratory environment requiring personal protective equipment in accordance with CDC and OSHA regulations and company policies
- Compliance with all ARUP Policies and Procedures
- Preferred: College-level courses in medical terminology, biology, communications or related life sciences
- Preferred: General medical laboratory experience
- Preferred: One year of experience in customer service
- Preferred: Familiarity with laboratory information system (LIS)
- Preferred: Intermediate computer skills including internet proficiency
- Preferred: HIPAA training or knowledge
Benefits:
- Remote work
- Professional growth and continuous development
- Diversity-focused work environment
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