Client Engagement Specialist - Woodward, (1702)

Schedule: Sunday- Thursday 1800-2200 with weekends, holidays, on-call, and other shifts as needed.

Location: Woodward

Salary/Hourly: Hourly Position

Job Summary:

This position requires on-site attendance at our Albuquerque, NM office every day during the initial training period which lasts approximately 8-12 weeks. After successfully completing training, you may be considered for remote work based on performance and business needs.

Onsite training required, but once training is complete, position can work remotely. As a Client Engagement Specialist, you will provide excellent customer service on all transactions and are responsible for communicating with customers including patients, physicians, providers, and internal customers, and provide accurate and timely resolution to all inquiries and issues. Ensure callers receive exceptional customer service when responding to telephone, e-mail or written inquiries. Perform all duties under general supervision. Call volume often requires performing department functions at an increased pace while maintaining quality. The CES must be service-oriented individuals, able to communicate effectively and display a professional and positive demeanor. The CES needs to relate well to the customer, think and exercise sound judgment, and act responsibly in the customer’s and the company’s interest.

ESSENTIAL FUNCTIONS:

1. After training period, show proficiency and have documented competency with various applications, websites and functions.

2. Provide first-level support on incoming calls from internal and external customers using appropriate iCARE guidelines and skills taught in identified Customer Service training module.

3. Work Directly with Client Engagement Leadership as needed for escalated calls regarding complaints, complex issues beyond agent’s scope, etc.

4. Awareness of and participation in all Department metrics and goals designed to maximize quality and efficiencies to meet department goals and department Quality Indicators.

5. Read and understand all Department Policies and Procedures related to Client Engagement and to TriCore.

6. For promotion, eligibility must meet all current Department Metrics and accuracy standards for 10 of 12 months in a rolling calendar year.

7. Perform other assigned duties to meet the customer’s requirements with direction of leadership.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

General Requirements:
Experience in multi-tasking, strong attention to detail, dealing with sensitive information, and problem resolution while providing exceptional service.
Be able to articulate with customers and have persuasion, negotiating and retention skills.
Ability to be empathetic and exercise key listening skills.
Work effectively in a team environment, contributing to the success of the call center and organization.
Achieves personal metrics and goals set forth by the organization.
Work on a schedule that is set in advance for all functions, lunches and breaks.
Attends training as required and is expected to be punctual.
Accurate and fast typing required.
Flexibility is required and must be able to work a holiday rotation schedule, on call schedule and overtime when required.
Be comfortable on a computer with dual screens and a headset and know your way around the Internet and basic computer applications.
Will be learning laboratory terminology in Clinical and Anatomic Pathology.
If you are presented a phone call and you get excited about the opportunity to wow customers, then we look forward to reviewing your application

Minimum Qualifications:

MINIMUM EDUCATION:

• High school diploma or equivalent.

OTHER REQUIREMENTS:

• A grade of average on the alphanumeric typing test (4,000–5,999 keystrokes).

PREFERENCES:

• Associate’s degree in related field preferred.
• Completion of appropriate medical certificate training program.
• Knowledge of laboratory tests/medical terminology
• Proficient computer skills and ability to use multiple applications simultaneously.

Selected CES candidates will be placed as a CES I, II, or III based on experience as detailed below:

CLIENT ENGAGEMENT SPECIALIST I
Meet one of the following:

• Six (6) months experience in a clinical laboratory or medical setting.
• Six (6) months customer service experience.
• Post high school education and/or experience may be substituted one for the other.

CLIENT ENGAGEMENT SPECIALIST II
Meet one of the following:

• One (1) year relevant experience at TriCore.
• Two (2) years relevant experience in a clinical laboratory or medical setting.
• Three (3) years customer service experience.
• Post high school education and/or experience may be substituted one for the other.

CLIENT ENGAGEMENT SPECIALIST III
Meet one of the following:

• Two (2) years relevant experience at TriCore
• Three (3) years relevant experience in a clinical laboratory or medical setting
• Four (4) years customer service experience or equivalent combination of education and experience

TriCore is New Mexico’s largest laboratory, employing more than 1,400 individuals who serve in a broad range of positions. We are dedicated to improving the quality of care for our communities, and also our employees. We foster a culture of integrity, are dedicated to excellence, and are looking for passionate individuals with a desire to have an impact in patient care, the core of our strategy. We offer excellent benefits including, medical, dental, vision and life insurances, 401(k) retirement plan with employer matching, PTO, and paid holidays, as well as opportunities for continuous learning, education assistance, wellness programs, career advancement, and the ability to share in our genuine commitment to the health of our communities. We offer a variety of shifts at multiple locations.