Customer Service Representative – Home Visits
Reporting to the Call Centre Team Leader, we are looking for Call Centre Operators on a full-time permanent basis. The role will be multi-functional, working in a busy department within the Customer Service division of the company. The role will require you to provide quality service and first call resolution to our doctors, specialists, patients and other care providers through the handling of telephone queries and general administrative duties relating to pathology services. This is an excellent opportunity for someone who is looking to progress their career in the health industry.
To be successful in this role, you will pride yourself in managing customer enquiries in a friendly, professional and timely manner, focusing on first-time resolution.
Objective of this role
Handle a large volume of inbound calls, outbound calls and administrative tasks in a timely manner. Follow communication scripts, systems process rules and use knowledge and expertise to provide solutions and guidance on caller needs. Identify customer needs, examine solutions, resolve complaints, and follow up any details required. Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with escalation supervisors.
Your key responsibilities
* Being available and responsive to a busy call queue. As part of a wider national team, your readiness to serve is key to the role.
* Understand and utilise the organisation's computer system to extract and enter information in relation to customer enquiries.
* Maintain a sound knowledge of the Results process, Accounts, Specimen Collection, Reception, General Clerical/Data Entry and basic laboratory functions of the organisation.
* Provide information to external and internal customers relating to appointments, special preparation for tests, and general inquiries.
* Update patient records on the business database, with attention to accuracy and relevance, as well as provide assistance to the Accounts and/or Technical areas as necessary.
* Perform other clerical duties as directed by the Call Centre Supervisor, e.g. filing, envelope filling, memorandum distribution, returned mail inquiries etc.
* Ensure other clerical duties are performed promptly.
To be considered for this role you must possess the following
* Well-developed written, verbal and interpersonal skills.
* Competent conflict resolution, negotiation and problem solving skills.
* Demonstrated ability to work effectively in a team environment under tight time constraints to achieve deadlines.
* Very good, efficient keyboard skills.
* Confident computer skills and ability to learn/adapt to new system processes.
* Previous Customer Service/Call Centre experience an advantage.
* Fully Covid-19 Vaccinated (requiring 3 recorded vaccinations on MyGov issued certificate).
* Experience in the Health Care industry will be highly regarded.
Employee Benefits
* Access to hundreds of everyday savings including phone bills, fuel and groceries, fashion, restaurants and entertainment.
* Expert guidance on healthy living on a range of topics like money, work, mind, body, and life.
* Free and confidential support from qualified counsellors.
* Discounted health insurance.
* Training and development opportunities.
*Service conditions apply
Diversity and Inclusion
Australian Clinical Labs is an equal opportunities employer, we encourage applications from people of all ages, nationalities, abilities and cultures – including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community, people living with disability, and individuals with culturally diverse backgrounds. We're happy to adjust our recruitment process to support accessibility needs. We also welcome applications from individuals with culturally diverse backgrounds. Australian Clinical Labs is committed to supporting Veteran Employment and Australian Defence Force Veterans and their spouses are encouraged to apply.
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