Job Description

Job Functions, Duties, Responsibilities and Position Qualifications:

We're not just a workplace - we're a Great Place to Work certified employer!

Proudly certified as a Great Place to Work, we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA, we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members!

Quality is in our DNA -- is it in yours?

You are a superhero when it comes to patient specimens. You’ve got problem-solving instincts, a passion for patient care, and the drive to keep things running smoothly. You’re also looking for great benefits, the support of an all-star team, and an opportunity to grow your career.

Join our front line of #HealthcareHeroes! Our mission is to advance the health and wellbeing of our communities as a leader in clinical laboratory solutions.

Location: Rye Brook, NY

Days: Monday - Friday

Hours: 9:00 AM - 5:30 PM

Full-time: Benefit Eligible

In this role, you will:

The Customer Service Representative position is an entry-level position to provide consistent service to our clients. The CSR provides service by responding to telephone inquiries from callers as they relate to health services. The CSR resolves product and service problems and offers support to our internal laboratory operations team and field staff (Sales Team) for the Sonic Healthcare ThyroSeq Laboratory. 

• Respond to all inbound calls, faxes and e-mails into the Customer Service Call Center and resolve any issues resulting from these interactions, transferring calls to various department as needed for resolution.
• Process medical service requests and telephone inquiries with strict adherence to confidentiality agreements and policies and procedures.
• Document and resolve all escalated client inquiries/problems in an efficient manner.
• Collect and enter patient intake information into the appropriate medical service software system to initiate the transaction utilizing concise, thorough and accurate documentation. These requests include, but are not limited to supply orders, pick-ups, second opinion requests, amended reports and report requests.
• Anticipate, identify and proactively respond to the needs of our clients prior to receiving a complaint.
• Ensure continuous communication with sales representatives to meet client needs.
• In cases tests reported within service level standards, proactively contact clients to notify and resolve issue.
• Proactively contact clients when there will be an issue with a pickup or supply request.
• Develop ability to research each problem prior to calling client for resolution.
• Become familiar with the breakdown of specialties, product lines, specimen types, collection methods, test requests and medical terminology.
• During resolution of problems, CSR is responsible for educating our internal/external clients on future submission and changes in collections..

All you need is:

• High School diploma
• At least 2 years’ experience with customer service/call center operations.
• Medical Terminology proficiency preferred.
• Excellent written and oral communications skills.
• Professional attitude and presentation.

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We’ll give you:

• Appreciation for your work
• A feeling of satisfaction that you’ve helped people
• Opportunity to grow within the organization
• Free lab services for you and your eligible dependents
• Work-life balance, including Paid Time Off and Paid Holidays
• Competitive benefits including medical, dental, and vision insurance
• Help saving for retirement, with a 401(k) that includes a generous company match
• A sense of belonging – we are a community!

We also want you to know:

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Salary starting $18.00 - $21.00 per hour. Pay is commensurate with experience; geographic differentials to the pay range may apply.

Sonic Healthcare USA, reserves the right to pay more or less than the posted range. Any difference between actual compensation and the posted range will be based on factors other than race, color, religion, sex (including pregnancy) or national origin.

This policy applies to all terms and conditions of employment, including recruiting, hiring, promotions, transfers, discipline, terminations, wage and salary administration, training, and benefits.

Scheduled Weekly Hours:

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Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, promotions, transfers, discipline, terminations, wage and salary administration, training, and benefits.

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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