Customer Service Specialist (Full Time)

Customer Service Specialist

Schweiger Dermatology Group is one of the leading dermatology practices in the country with over 570 healthcare providers and over 170 offices in New York, New Jersey, Pennsylvania, Connecticut, Florida, Illinois, Missouri, Minnesota, and California. Schweiger Dermatology Group provides medical, cosmetic, and surgical dermatology services with over 1.5 million patient visits annually.

Our mission is to create the Ultimate Patient Experience and a great working environment for our providers, support staff and all team members.

Schweiger Dermatology Group has been included in the Inc. 5000 Fastest Growing Private Companies in America list for seven consecutive years. Schweiger Dermatology Group has also received Great Place to Work certification.

Full Time Customer Service Specialist at our NY - Pathology office. The Customer Service Specialist (CSS) will adhere to and support our culture of compliance and safety by following all Standard Operating Procedures (SOPs) with attention to detail, accuracy, and professionalism at all times.

Full Time, 30+ hours. Availability Monday through Friday with rotating Saturdays within operating hours of 7 : 00am - 7 : 30pm. Open flexibility to help cover in a team environment is needed.

The CSS is responsible for all customer inquiries related to but not limited to :

• Missing or late pathology reports
• Requests for changes to orders / lab requisitions / reports
• Requests for slide or blocks for consultation and second opinion

Inquiries may come to the CSS in the form of phone calls, voicemail, emails, and support tickets. The CSS is responsible for investigating all inquiries from SDG offices, regardless of the lab (internal or reference lab) that processed the specimen.

The CSS is responsible for meeting Service Level Agreements (SLAs) in our support ticketing system. Current SLAs are :

Using the Electronic Medical Record (EMR), the CSS is responsible for monitoring all cases that have not been reported per laboratory standards :

5 business day since date of service without a report requires investigation and resolution

The CSS will work closely with the Integration and Human Resource teams to understand new business and :

The CSS is responsible for resolving and logging all discrepancies per the SOP manual. By resolving discrepancies, the CSS is in a position to spot trends (e.g. repeat mistakes from same staff member, same office). The CSS will share any spotted trends with the laboratory manager and when appropriate, may suggest workflow improvements to the Laboratory Manager to avoid repeat issues. The Lab Manager will review and determine next steps.

Qualifications :

Hourly Pay Rate : $18 - $22

Schweiger Dermatology Group, is an equal opportunity employer and does not discriminate in its hiring process with applicants, whether internal or external, because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender identity, disability, genetic information, veteran status, military status, application for military service or any other class per local, state or federal law.