Sonic Healthcare USA

Customer Service Representative I - Clinical

Job Location US-TX-Austin
Posted Date 5 days ago(2/13/2018 7:18 PM)
Regular Full-Time
First shift


Responsible for delivering high quality service on all calls answered in the clinical queue.  Requires ability to multi-task in a high stress environment.  Provides accurate and timely information to supporting SRL departments, clients, and patients.  Adheres to departmental policies and procedures to include departmental programs such as call quality monitors and incentive call volume.


Principle Responsibilities:


  1. Utilizes clinical resources and customer service skills to effectively and efficiently handle telephone calls
    • Follows clinical procedures for reporting results, providing clinical information such as specimen requirements and test information, and documenting action performed
    • Ability to accurately complete the necessary paperwork for appropriate action by supporting SRL departments.
    • Understands and operates computer resources proficiently
    • Ability to positively meet the needs of SRL patients and clients through professional communication


  1. Utilizes job knowledge, judgment, and problem solving skills to ensure quality and fast turnaround time on client or patient requests
    • Follows established policies and procedures for clinical, documentation, and customer service.
    • Identifies problems which may adversely affect the clinical process or customer service and takes appropriate action, including supervisor notification.
    • Understands and follows all SRL policies.
    • Understands and follows all HIPAA guidelines.
    • Participates in departmental Customer Service Meetings.
    • Follows Compliance procedures and participates in Compliance training.


  1. Effectively utilizes departmental resources
    • Demonstrates efficiency by handling calls promptly and determining priority based on the situation.
    • Utilizes appropriate supplies with minimal waste.
    • Utilizes slow times constructively.                                                                                                                                                                                                                                                          
  2. Utilizes personal and professional skills to promote excellent customer service.
    • Communicates with SRL staff and its customers to ensure quality.
    • Maintains and supports a service oriented relationship with customers.
    • Respects and protects the confidentiality of information relative to patients and clients.
    • Strives to preserve a positive work environment.




Scope:  Promotes quality client/patient relations and creates a supportive climate by serving as a role model for other employees.  Respects and maintains the confidentiality of laboratory and financial information.  Practices and adheres to all company policies and regulations.



Minimum – High School diploma or equivalent (GED)

Preferred – Associates degree or Medical Assistant training



Minimum – 1 year of Call Center experience and/or experience in other department(s) at SRL or  another laboratory.

Preferred – 1 year or more of Call Center experience and Medical or Billing experience.


Skills: Excellent customer service and communication skills. Analytical and problem-solving skills.  Ability to cope with varied levels of workload and multiple tasks.  Ability to adapt to changing work environment.  Able to type at least 35 wpm.


Additional Information

Reporting Relationships:  Reports to the Customer Service Supervisor, Assistant Supervisor, or other designated person.
Physical Demands:  Requires sitting for long periods of time in a small cubicle.  Requires manipulation of tools, objects, and equipment using the following physical motions:  pushing, pulling, lifting, reaching above shoulder height, grasping with one hand or both, extensive typing, twisting and reaching.  Routinely requires coordination of two or more physical operations.  Requires ability to hear audible sounds via headset or telephone handset.
Environmental Demands:  Works in a temperature controlled environment.  Works in a small, noisy environment.  May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation.  May be required to work with time constraints and crisis situations.


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