Job Information
University of Michigan Client Services Representative in Ann Arbor, Michigan
Client Services Representative
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How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
Job Summary
The Client Service Representative's primary responsibility is to answer phone inquiries regarding laboratory testing received from MLabs clients. This involves reporting lab results, communicating specimen collection and handling requirements, dispatching courier requests, clarifying test requests not commonly referred, and serving as a facilitator for client interactions with technical laboratory staff and pathologists. Responsibilities also include problem solving concerns expressed by the client or triaging those concerns to a supervisor. Daily activities include handling the Critical call list, writing risk management reports, responds to and trouble shoots emailed, faxed or phoned in problems related to MLabs patients, handle return of slides and blocks, distribution of reports not sent electronically, performing quality assurance on test requests, providing clients with requisitions, kits and other supplies, working with MLabs Connect, our electronic on-line web portal and a variety of other office activities to help meet the needs of our MLabs local, regional and national clients. It is expected that the MLabs call center will maintain a service level of 95% or above. This means that 95% of all calls will be answered within 30 seconds after the call is routed to a representative. All Customer Service Representatives are to maintain Service Excellence standards as described in our Service Excellence Standards Policy.
Mission Statement
Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.
Why Join Michigan Medicine?
Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world’s most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.
What Benefits can you Look Forward to?
Excellent medical, dental and vision coverage effective on your very first day
2:1 Match on retirement savings
Responsibilities*
Handle all MLabs critical values that hit the "panic" tab in the SOFT call list.
Handle all call backs that hit the "other" and the "micro" tab in the SOFT call list.
All REFR reports print in the MLabs office every morning (approx. 50), and are faxed to the ordering location by the assigned Customer Service Representative.
MLabs mails reports to Clients who are set up as Autofax and Mail.
MLabs handles all phone requests from Physicians and hospitals for Release of information of MLabs patients for continuation of care.
MLabs must be familiar with testing in all labs, especially Molecular Diagnostics, in order to assist callers.
MLabs Customer Service Reps must be familiar with medical terminology, and laboratory testing as well as all other aspects of Pathology.
Fills supply orders for test kits, requisitions, and return shipping labels. May include assembling kits, printing or ordering, and facilitating shipment of items.
Takes inventory of kits supplies and office supplies.
QC requisitions that come over to MLabs from Specimen Processing to make sure they have been ordered correctly.
Responds to, and trouble shoots emailed, faxed or phoned in problems related to MLabs patients.
Handles the reporting of the infectious disease reports that are reported to the state.
Sends back slides and blocks as needed to our MLabs Clients.
Assists callers with proper collection, and handling of specimens.
Acts as liaison between our specimen processing area and the Client for solving all Client specimen problems.
MLabs writes risk management reports for all errors involving MLabs patients and gets the errors corrected.
The MLabs office assists to in trouble shooting IT issues involving interfaced Clients.
MLabs also receives many calls involving Michigan Medicine patients, and will do their best to assist.
Required Qualifications*
In order to be considered for this position the applicant must have met or will have met all the required qualifications prior to the start date of employment.
High School diploma or equivalent education and a minimum of 5 years of laboratory and professional experience is necessary.
Demonstrated commitment to Service Excellence is necessary.
Demonstrated good work habits, dependability, punctuality, flexibility and attendance necessary.
Excellent problem solving skills along with the ability to take action while exhibiting good judgment and realistic understanding of issues.
Ability to communicate with others in a friendly and helpful manner while simultaneously building credibility and rapport with customers is essential
Desired Qualifications*
Knowledge of medical terminology.
Familiarity with computers and Microsoft Office products.
Previous experience in a laboratory environment working as a team to assist clients/customers/co-workers.
Work Schedule
This full time, 40 hour position is on the day shift, hours will be M-F 10am to 6pm with rotating weekends.
Modes of Work
Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about thework modes (https://hr.umich.edu/working-u-m/my-employment/ways-we-work-resource-center/ways-we-work-implementation-group/modes-work) .
Background Screening
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.
Application Deadline
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.
Job Detail
Job Opening ID
257464
Working Title
Client Services Representative
Job Title
Customer Service Assistant Sr
Work Location
Michigan Medicine - Ann Arbor
Ann Arbor, MI
Modes of Work
Hybrid
Full/Part Time
Full-Time
Regular/Temporary
Regular
FLSA Status
Nonexempt
Organizational Group
Um Hospital
Department
MM Path MLabs Division
Posting Begin/End Date
12/03/2024 - 2/01/2025
Career Interest
Administration
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