Client Services Representative

Basic Function

Provides assistance and problem resolution to clients. Provides information regarding the options, policies, procedures, and services available to clients. Applies knowledge of DTI processes in the resolution of inquiries, complaints, and problems.

Typical Work:

• Answers incoming calls and forwards to the appropriate department to assist them

• Assists clients by interpreting policies and procedures

• Scheduling Medical Support appointments for providers.

• Understands basics of opening, closing, combining, and updating information on accounts, even if not directly involved in doing so

• Reviews and researches file documentation to resolve customer related complaints as well as documenting these complaints when they occur

• Refers customers to proper departments or venues involved in appealing department decisions.

• Requests information from clients for processing tests or updating notes under the account

• Responds to questions on all company services and how to access or order services

• Acts as liaison between the client and DTI departments

• Uses knowledge of DTI policies and procedures, provides clients and public with explanations on forms, pamphlets, and other materials

• Maintains assigned logs

• Performs other duties as required

Knowledge and Abilities:

• Knowledge of departmental programs, policies, testing procedures, basic laws affecting department (including HIPAA and New York regulation). Data collection.

• Ability to apply and interpret applicable laws, policies, procedures, use good judgment in evaluating and making decisions, communicate effectively and maintain courteous attitude toward public and employees.

Minimum Qualifications

A High school diploma/GED equivalent and/or two years of experience providing assistance to clients/ customers regarding inquiries, complaints, or problems

Reporting Relationship

This position reports to the Client Services Manager.

DiagnosTechs is an equal opportunity employer and values diversity at our company. DiagnosTechs prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. DiagnosTechs conforms to the spirit as well as to the letter of all applicable laws and regulations.

Located in Federal Way, Washington and founded in 1987, DiagnosTechs is a pioneer and leader in saliva-based and other noninvasive testing. Our top goals are to improve patient health, provide high-quality lab testing, using noninvasive collection procedures, minimizing trauma to the patient. Saliva testing is a particularly powerful tool for evaluating stress, hormone-related disease and health conditions, especially over time. Our high-caliber employees and cutting-edge technologies have enabled us to continue to expand and improve our in-home testing repertoire. Our commitment to assisting healthcare professionals with the health and wellness of their patients is unsurpassed, with over 1.2 million specimens tested per year.

DiagnosTechs is an equal opportunity employer and values diversity at our company. DiagnosTechs prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. DiagnosTechs conforms to the spirit as well as to the letter of all applicable laws and regulations.

Recommended Skills

• Communication
• Data Collection
• Networking
• Problem Solving
• Testing
• Health Insurance Portability And Accountability Act (Hipaa) Compliance