Physician's Automated Laboratory, Inc.

Customer Service Representative

US-CA-Santa Fe Springs
# of Openings
Position Type
Regular Full-Time
West Pacific Medical Laboratory


General Description and Essential Functions

  • Operate multi-line phone system in a call center environment
  • Answer incoming calls from patients, client offices, etc. with a professional and positive demeanor
  • Must be able to multi task in a fast paced medical environment adhering to HIPPA and other compliance regulations.
  • Answers questions about our organization and provides callers with needed information which includes things such as lab specimen requirements, turnaround times and results status.
  • Determine what status an order is in to provide clients with lab results, call on results on STAT/criticals and do add on labs.
  • Must be a analytical thinker with problem solving capabilities to be able to establish where issues are and how we can improve
  • Attention to detail required for data entry for pre registering patients for lab tests while maintaining accuracy
  • Receives information relating to client pick up and report these to the dispatcher
  • Performs other clerical duties as needed such as reporting lists and obtaining additional information from clients/patients.
  • Provide quality customer service to clients and team members with an attitude of helpfulness, and respect.
  • Provide back up for the receptionist.
  • Assist in training of personnel as needed.
  • Participates in and supports all Quality Assurance Improvement endeavors for the laboratory, as applicable.
  • In addition to an employee’s typical work schedule, this position requires employees to work overtime, weekends, split shifts, and holidays if needed by the Company
  • Other duties may apply as necessary


Physical Capabilities

  • Light physical effort (lift/carry up to 25 lbs.)
  • Occasional reaching, stooping, bending, kneeling, and crouching
  • Frequent, prolonged standing/sitting/walking
  • Must be able to see, hear, and respond adequately
  • Extensive computer work
  • Frequent use of telephone and fax


Work Experience and Educational Requirement

  • Two to five years previous experience handling a phone system.
  • Two years Customer Service in the medical field preferred.
  • Must have strong written and communication skills
  • Must be able to type 40-50 wpm
  • Ability to effectively operate general office machines (i.e.: copiers, faxes, and scanning equipment).
  • Computer literate with Microsoft Office, High school graduate or GED required.


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