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CLIENT SERVICE FIELD REP
Job Title: CLIENT SERVICE FIELD REP
Job Code: 5357
FLSA: E
Job Level: F1
Revised Date: 07/01/2022
Supervisory Responsibility: No
General Description of the Job Class
Schedule and perform routine visits to clients in the region to assure customer satisfaction. Document client visits, client issues, resolutions, and research and provide answers to client questions that are posed in the field. Customers are physician offices, hospitals, nursing homes and other healthcare providers.
Duties and Responsibilities of this Level
Schedule and perform routine visits to customers/clients in the region to assure customer satisfaction. Document client visits, client issues, resolutions, and research and provide answers to client questions that are posed in the field. Clients/customers are physician offices, hospitals, nursing homes and other healthcare providers. Accurately diagnose the exact issue by understanding both the laboratory operation and the billing policies and procedures.
Effectively communicate issues to the laboratory and diplomatically deal with clients, patients, physicians, and laboratory staff.
Properly qualify the specific issues, and research and communicate issues effectively to laboratory technical personnel. This may require research at the client's site, logistics and the laboratory site.
Meet with existing laboratory outreach clients to assess needs and service requirements, and communicate issues, resolutions/reasons to the clients to exceed client expectations.
Attend operational meetings to communicate client concerns on a global basis.
Work with teams to solve client issues, obtain information to share with clients, act as liaison between clients and laboratory and make suggestions on how the laboratory might provide a more effective, higher quality of service.
Complete daily, weekly, monthly call reports.
Perform other related duties incidental to the work described herein.
Required Qualifications at this Level
Education
Work requires a bachelor's degree in a science or health related field (medical technology, nursing, biology, etc.)
Minimal educational or experience requirements may be modified on a case-by-case basis at the discretion of the CLIA (Clinical Laboratory Improvement Amendment) director if minimal CLIA requirements are met by the employee for the tasks being performed.
Experience
Work requires two years of relevant experience or one year of clinical laboratory experience.
Certified/Licensed healthcare professional preferred.
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE
Degrees, Licensure, and/or Certification
N/A
Knowledge, Skills, and Abilities
N/A
Distinguishing Characteristics of this Level
Within the clinical laboratories we embrace Duke???s purpose, placing the patient at the center of everything we do. We do this by demonstrating behaviors that focus on delivering patient- and family- centered care and embodying the values that promote a positive work culture. We expect every team member to commit to these values and hold each other accountable in the spirit of mutual respect and belonging.
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
