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Full-time
bachelor degree
Posted 27d ago
~40 hrs/week
Responsibilities
Provide comprehensive administrative and operational support to internal departments and external oncology clients to ensure high satisfaction. Manage inbound inquiries, process new account submissions, and coordinate medical record procurement and sample logistics.
Requirements
Requires a bachelor's degree or equivalent experience and at least three years of customer support experience, preferably in a clinical laboratory market. Candidates must be proficient in Microsoft Office, type at least 50 WPM, and be able to work in a fast-paced environment.
Full job description
JOB SUMMARY:
The Health Systems & Oncology Support Representative will play a crucial role in supporting all PathGroup internal departments and external customers. This position involves assisting the EVP, VP of Sales, Directors, Manager of Health Systems & Oncology Support, Health Systems & Oncology Sales Team, Operations Team, Sales Specialists, and Medical Staff with routine functions to ensure client satisfaction and consistent management of records and materials. The individual in this role must collaborate effectively with supervisory personnel to foster a teamwork approach.
JOB RESPONSIBILITIES
ESSENTIAL FUNCTIONS:
Respond to a minimum of 80 inbound and outbound inquiries (phone, email, or fax) per day and order modifications received per the request of our medical staff.
Navigate efficiently through various LIS systems and have proficiency in Microsoft Office products (Outlook, TEAMS, OneNote, Excel, Word, and PowerPoint).
Learn and apply knowledge of testing, operations, sales strategies, customer support philosophies, and general PathGroup processes.
Handle routine transactions independently, make decisions, and resolve routine problems by working directly with management, sales representatives, medical team, operations team, and customers.
Listen attentively and interact professionally with internal and external customers.
Monitor customer support emails from sales, operations, medical staff, and clients; acknowledge the request promptly upon receipt and document the request in the appropriate internal systems.
Generate block procurement requests, follow up with outside facilities to achieve a 24--48-hour procurement when possible, and document details in all appropriate internal systems.
Process all client inquiries with status updates on all accessions, and follow up with the appropriate department to ensure correct information is provided to the customer.
Process New Account submissions and Re-activations including Doctor adds, report delivery setup, and Web Result Review; monitor accounts monthly to ensure all information is up to date.
Obtain and research Medical Record requests and follow up with the appropriate department; assist with all denials and pre-authorization and obtain any information that is needed.
Act as a liaison between patients and billing for all oncology patient bill concerns.
Support all hospitals, affiliated or non-affiliated.
Schedule all customer pickups via FedEx or Transportation, document pickups in all systems, and notify the lab of incoming samples; follow up to ensure that all samples are received.
Order supplies for customers or internal staff when needed
Set up Physician to Physician calls as needed.
Support PathGroup's mission, vision, goals and management decisions.
Perform all job responsibilities in alignment with the industry's best security practices and regulatory guidelines to protect the confidentiality, integrity, and availability of protected health information and other sensitive company data.
Must be familiar with and abide by the Corporate Compliance Program and all Corporate policies, including the Privacy and Security policies.
NON-ESSENTIAL FUNCTIONS:
Work with other departments within PathGroup and subsidiaries.
Nothing in the job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Other duties as assigned.
Qualifications
EDUCATION & LICENSURE:
B.S. or B.A. or equivalent experience required.
REQUIREMENTS:
Three years' experience functioning in a customer support position; experience in the clinical and anatomical laboratory market preferred.
Must be a self-motivated team player who is comfortable working in a fast-paced environment, and comfortable taking the initiative to move processes forward and find solutions while remaining adaptable to changing priorities.
Must be able to type a minimum of 50 WPM.
Related keywords
Health SystemsOncologyLISMicrosoft OutlookMicrosoft TeamsOneNoteExcelWordPowerPointMedical RecordsPre-authorizationClinical LaboratoryAnatomical LaboratoryHIPAACorporate CompliancePatient Billing
Founded in 1965, PathGroup is a premier provider of anatomic, clinical and molecular pathology services, as well as one of the largest providers of women’s health services in the United States. Privately held and physician-centric, PathGroup works seamlessly with customers to provide superior diagnostic services – a vital link in the cycle of patient relationships. PathGroup uses the latest in proprietary and industry standard technology to deliver fast, accurate results. The company provides clients with the highest quality of services available, consistently exceeding the expectations of physicians, employees, payers and most importantly, patients. One Lab; Total Service.. More information about PathGroup can be found at www.pathgroup.com
The PathGroup social media sites are produced and maintained as a public forum by PathGroup, Nashville, Tennessee. Links to other Internet sites should not be construed as an endorsement of the views contained therein. We respect our followers' rights and it is inappropriate to post any patient related information or requests. Should such posts be published, they will be immediately deleted.
Offices: 5301 Virginia Way, Brentwood, TN 37027, US
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