Customer Service Advocate

Millennium Health LLC is an accredited specialty laboratory with extensive experience in medication monitoring and drug testing services. The Customer Service Advocate (CSA) serves as the primary contact for customer inquiries and support, aiming to provide a superior customer experience while collaborating with various operations teams to resolve issues.

Responsibilities:

• Successfully and effectively address all calls and cases received in the Service Center
• Maintain accurate call records of customer interactions or transactions, including recording details of inquiries, complaints, or comments, to include action steps taken to resolve the reason for the call
• Perform outbound calls to obtain information to complete specimen or billing processing and/or investigate order issues
• Process and facilitate requests for amended reports, add-on tests, cancellation requests, and data entry errors
• Access, enter, update, and maintain accurate customer account information in Laboratory Information System, CRM, and other software platforms while speaking with the caller in real time
• Provide technical support for MH customer portal
• Route calls and cases to other departments when appropriate
• Ensure HIPAA, Confidentiality, and compliance policies, procedures, and standards are always adhered to
• Accurately process new client registrations, service contracts, customer agreements, and practice update forms
• Utilize subject matter expertise to proactively identify customer training opportunities
• Effectively build rapport with diverse internal and external customer base
• Maintain competencies required for the position and specific areas assigned
• Ability to ensure administrative, physical, and technical cybersecurity controls are always adhered to
• Perform other duties and special projects as assigned

Requirements:

• Associate's degree or equivalent experience required
• Minimum of 1-2 years in customer service, or a similar role where ownership of managing the customer experience was emphasized. Healthcare/biotech experience preferred
• Advanced customer service, problem-solving, critical thinking, and interpersonal skills with a focus on quality and professionalism
• Ability to effectively address heavy inbound calls, Live Chat, and email volume
• Ability to follow and adhere to Standard Operating Procedures (SOPs) and/or department policies
• Ability to effectively communicate both verbally and in writing with customers, partners, and peers
• Strong attention to detail with the ability to find and correct mistakes
• Ability to multi-task, prioritize, and follow through on tasks, projects, and assignments
• Self-starter, capable of working independently and collaboratively
• Flexible and adaptable with changing business needs
• Proficient in MS Office (Excel, Word, Outlook, PowerPoint)
• Comfortable with the use of telephony systems
• Regular and reliable attendance
• Bachelor's degree highly preferred
• Healthcare/biotech experience preferred
• Previous experience using Salesforce and/or CRM solution database is a plus