About the job
Join Millennium Health LLC, a renowned accredited specialty laboratory with over a decade of expertise in medication monitoring and drug testing services. We empower clinicians to effectively monitor both the use and misuse of prescription medications and illicit drugs, providing crucial insights that enhance patient care and treatment outcomes.
As a Customer Service Advocate (CSA) within our Service Center, you will serve as the primary liaison for incoming calls, Live Chat inquiries, and customer support cases. Your mission will be to deliver an outstanding customer experience by partnering with various cross-functional teams to address and resolve customer concerns. Day-to-day responsibilities include new client onboarding, account and specimen management, as well as providing clinical and billing support, shipping inquiries, and equipment assistance. The ideal candidate will bring healthcare administrative and clerical support experience, demonstrating initiative and thriving in a dynamic, customer-focused environment.
Key Responsibilities:
- Effectively manage all inbound calls and support cases within the Service Center.
- Maintain precise call logs documenting customer interactions, inquiries, and resolutions.
- Conduct outbound calls to gather information for specimen or billing processes and to resolve order issues.
- Facilitate requests for amended reports, additional tests, cancellations, and correct data entry errors.
- Access, update, and maintain accurate customer account information in our Laboratory Information System, CRM, and other software while engaging with customers in real-time.
- Provide technical support for the Millennium Health customer portal.
- Direct calls and cases to appropriate departments as needed.
- Adhere to HIPAA, confidentiality, and compliance policies, procedures, and standards at all times.
- Process new client registrations and service agreements accurately.
- Utilize expertise to proactively identify opportunities for customer training.
- Build strong relationships with a diverse customer base.
- Continuously maintain relevant competencies for the role.
- Ensure administrative tasks are completed efficiently and accurately.
