Problem Resolution Client Service Rep Full Time Days

Problem Resolution Client Service Rep Full Time Days

Northwestern Medicine Central DuPage Hospital is hiring for the Problem Resolution Client Service Rep Full Time Days role.

Salary : $22.25 - $31.15 per hour. Placement within the salary range is dependent on relevant work experience and internal equity. For positions represented by a labor union, salary placement is guided by the collective bargaining agreement.

Benefits include tuition reimbursement, student loan repayment, professional development, wellbeing fund, 401(k) matching, medical / dental / vision, life insurance, annual salary increase and incentive bonus, paid time off and holiday pay. See Benefits for details.

Work schedule : Tuesday through Friday 8 : 30 AM - 5 : 00 PM; Saturday 8 : 00 AM - 4 : 30 PM.

Description : The Problem Resolution Client Services Rep reflects NM's mission, etc. Compliance. The role is responsible for resolving problems that enter the lab in terms of lab orders or lab specimens, contacting accounts regarding issues such as missing specimens, collection errors, order clarifications, patient mis-identification correction. Communicate with Sales and Service teams via email or telephone. Maintain collection schedule list. Participate in process improvements. Work with other departments to ensure timely resolution.

Responsibilities

• Provide a high level of customer service both internally and externally. Handle sensitive client accounts and coordinate with Sales and Service for issues.
• Notify accounts when incorrect specimens were sent and coordinate cancellations or alternative tests with physician consent.
• Notify accounts of missing specimens and investigate.
• Launch investigations for missing specimens with appropriate laboratory staff.
• Notify accounts of mis-identified specimens and address using minor change form or deviation process.
• Investigate temperature storage issues and coordinate alternatives or cancellations.
• Address notifications from reference labs, coordinate cancellations, obtaining missing information as needed.
• Handle cancellations due to lab / courier error and notify involved departments for investigation.
• Maintain ongoing communication with Sales and Service team about issues or trends for specific accounts.
• Assist Sales and Service with issues and answer questions as needed.
• Act as main point of contact for teams and keep the collection schedule list updated.
• Contribute to laboratory process improvement initiatives.

Qualifications

Equal Opportunity : Northwestern Medicine is an affirmative action / equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Benefits : We offer a wide range of benefits that support physical, emotional, and financial well-being and protection for unexpected life events. Please visit our Benefits section for more details.

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