Customer Service Specialist

Description

Customer Service Specialist

at Mosaic Diagnostics 

Department: Customer Service  

Reports To: Senior Customer Service Manager

Prepared Date: 05/01/2010

Revised Date: 06/06/2025

FLSA Status: Non-Exempt

Summary of position:

We are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative. The ideal candidate will have a strong background in customer service, preferably in a laboratory or healthcare setting and will provide excellent customer service through interactions with clients and potential clients by providing and processing information in response to inquiries, concerns and requests about testing and services. 

Duties/ Responsibilities:

• Answers incoming calls and responds to customer requests. 
• Directs incoming calls to appropriate departments, if necessary.
• Enters and reviews kit orders for physicians and patients, including notes and any other appropriate information as requested. 
• Resolve problems with shipments, collections, and miscellaneous issues as necessary. 
• Identifies, researches, and resolves customer issues and complaints. 
• Schedules appointments for physicians with clinical educators to review test results.
• Receives and responds to voicemails.
• Responds to questions via appropriate communication channels. 
• Has a thorough understanding of all tests offered at MDX, including basic knowledge of their clinical relevance.
• Sends updates to patients and physicians as directed.
• Participates in multiple projects simultaneously, must multi-task. 
• Has basic knowledge of billing and insurance information.
• Troubleshoots Portal/Account issues. Complete understanding of backend processes.
• Discuss details on turnaround times and testing procedures.
• Displays a continual positive and professional attitude in all circumstances and cares for customer requests with the utmost respect and compassion.
• Follows updated HIPAA guidelines. 
• Performs all other duties as assigned. 

Requirements

Required Skills/Abilities:

• Proficient in computer/technology skills especially with Microsoft products.
• Excellent reading and writing skills in English and Spanish.
• Professional verbal and written communication skills and phone etiquette.
• Excellent organizational skills and attention to detail
• Experience using Customer Relationship Management (CRM) systems to track interactions, manage customer data, and support sales or service processes is preferred.

Education and Experience:

• High school diploma, general education degree or equivalent. 
• Physical Requirements:
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.