Customer Service Advocate
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Job Description
Customer Service Advocate supporting clients in medication monitoring and drug testing services through calls and inquiries. Collaborating with multiple teams to provide superior customer experience.
Responsibilities:
- Successfully and effectively address all calls and cases received in the Service Center.
- Maintain accurate call records of customer interactions or transactions, including recording details of inquiries, complaints, or comments, to include action steps taken to resolve the reason for the call.
- Perform outbound calls to obtain information to complete specimen or billing processing and/or investigate order issues.
- Process and facilitate requests for amended reports, add-on tests, cancellation requests, and data entry errors.
- Access, enter, update, and maintain accurate customer account information in Laboratory Information System, CRM, and other software platforms while speaking with the caller in real time.
- Provide technical support for MH customer portal.
- Route calls and cases to other departments when appropriate.
- Ensure HIPAA, Confidentiality, and compliance policies, procedures, and standards are always adhered to.
- Accurately process new client registrations, service contracts, customer agreements, and practice update forms.
- Utilize subject matter expertise to proactively identify customer training opportunities.
- Effectively build rapport with diverse internal and external customer base.
- Maintain competencies required for the position and specific areas assigned.
- Ability to ensure administrative, physical, and technical cybersecurity controls are always adhered to.
- Perform other duties and special projects as assigned.
Requirements:
- Associate's degree or equivalent experience required
- Bachelor’s degree highly preferred
- Minimum of 1-2 years in customer service, or a similar role where ownership of managing the customer experience was emphasized. Healthcare/biotech experience preferred
- Advanced customer service, problem-solving, critical thinking, and interpersonal skills with a focus on quality and professionalism.
- Ability to effectively address heavy inbound calls, Live Chat, and email volume.
- Ability to follow and adhere to Standard Operating Procedures (SOPs) and/or department policies.
- Ability to effectively communicate both verbally and in writing with customers, partners, and peers.
- Strong attention to detail with the ability to find and correct mistakes.
- Ability to multi-task, prioritize, and follow through on tasks, projects, and assignments.
- Self-starter, capable of working independently and collaboratively.
- Flexible and adaptable with changing business needs.
- Proficient in MS Office (Excel, Word, Outlook, PowerPoint)
- Comfortable with the use of telephony systems.
- Previous experience using Salesforce and/or CRM solution database is a plus.
- Regular and reliable attendance.
Benefits:
- Medical, Dental, Vision, Disability Insurance
- 401k with Company Match
- Paid Time off and Holidays
- Tuition Assistance
- Behavioral and Health Care Resources
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