Job description

ION Diagnostics is a state-of-the-art clinical laboratory that incorporates the latest technology and methods to provide comprehensive diagnostic testing including pathogen detection, blood testing, urine Toxicology and coronavirus testing via molecular qPCR. We take pride in our ability to generate precise and accurate results in a timely manner.

Every aspect of what we do at ION Diagnostics is the result of the experts behind our business. From the highest quality methods in toxicology drug screening, to the thorough understanding of State and Federal requirements, ION Diagnostics stands above the competition because we have the expertise to excel in our field.

CLIA (Clinical Laboratory Improvement Amendment)
As a CLIA registered laboratory, ION Diagnostics compiles with the regulatory requirement and standards established by the Centers for Medicare & Medicaid Services (CMS) agency of the Federal government.

ION Diagnostics is currently accredited to accept specimens from many U.S. states. We are currently applying to several more highly regulated states for additional accreditations.

Position Summary:

Customer Service Representative (CSR) will handle all inbound customer contacts received by telephone, electronically, in writing and in person. CSRs will troubleshoot inquiries and follow-up with customers on issues that cannot be resolved immediately. CSRs will also place outbound calls to clients in accordance with call log procedures and policies.

Duties and Responsibilities:

· Handles all customer inquiries received by telephone, fax, or email regarding reporting of patient results, inquiries of tests and services, concerns of service failures and other duties to provide superior service

· Report laboratory results to clients and patients using established protocols

· Document reporting or call history in required format and maintain complete and accurate records

· Contact the client to resolve routine matters related to patient testing and result reporting

· Report client concerns using established protocols

· Provides education and guidance to clients about DLO lab processes

· Understands the importance of Quality Service and how it is measured

· Escalates issues as appropriate using established protocols

· Leads by example in demonstrating “gold standards” behaviors

· Perform other duties as required to meet the customer requirements

Education Requirements:
Minimum high school diploma or equivalent.

Work Experience

Previous medical or customer service background preferred.

Other Requirements:

· Demonstrated strong customer service and interpersonal communication skills. Able to speak the English language clearly and effectively communicate to caller and peer group

· Demonstrated strong writing and composition skills

· Ability to work in a team environment

· Strong organizational skills

· Demonstrated strong Problem-Solving skills

· Demonstrated composure in stressful situations

· Demonstrated ability to follow company and department policies and procedures

· Demonstrated ability to operate basic office equipment and utilize proficient computer skills

· Demonstrated ability to handle multiple tasks and work in a fast-paced environment

· Demonstrated Integrity and a commitment to values

Job Types: Full-time, Part-time

Pay: $14.00 - $22.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Bingham Farms, MI: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

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