Bilingual Customer Service Representative

Summary of position:

We are seeking a highly motivated and customer-focused individual to join our team as a Bilingual Customer Service Representative. The ideal candidate will be fluent in both English and Spanish and will have a strong background in customer service, preferably in a laboratory or healthcare setting.

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. 
• Is fully knowledgeable on all tests offered at MDX.
• 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.
• 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. 

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 or equivalent.