Company Overview This is an exciting time to join our dynamic organization! BioReference, an OPKO Health company, is the largest full service specialty laboratory in the United States that gives healthcare providers and patients the power to make confident healthcare decisions. With a focus on oncology, urology and women’s health, BioReference offers comprehensive test solutions and unparalleled expertise based on a 40 year legacy of proven science and exceptional service. Join our team and become part of the journey in making our patients and customers the highest priority. Job Description POSITION SUMMARY: Responsible for providing quality and efficient customer service to clients through the daily management of a team of employees to include handling more complex calls, motivating, training, assigning tasks and assisting manager or supervisor. PRINCIPAL JOB DUTIES Duties may include but are not necessarily limited to the following: Works on assignments that are moderately difficult, requiring judgment in resolving issues and/or in making recommendations. Acts as a subject matter expert. Identifies, researches and resolves customer issues utilizing appropriate staff and resources to ensure client satisfaction Disseminates continuous training and coaching to improve representative performance Understands the importance of Quality Service ("Deliver the best Customer Service in the Industry") Assists Customer Service representatives with any questions Handles more complex phone calls in place of a Supervisor, as needed. (Still identifies themselves as a Lead.) Decides which issues need to be escalated to management Identify opportunities for process improvement in different areas Capability to change agent skill settings/business lines Identify recurrent or major CSR performance issues (bring to mgmt.) Workflow distribution to optimize department performance Contacts involve obtaining or providing information or data on matters of moderate importance to the function of the department or which may be of a sensitive nature. Assists with various projects as assigned by direct supervisor. Other duties as assigned. EDUCATION: HS degree or equivalent Some college classes preferred EXPERIENCE AND REQUIRED SKILLS: At least 2 years of customer service experience in healthcare environment Excellent verbal and written communication skills. Must be able to multi-task, prioritize and manage time efficiently. Ability to handle stressful situations, Exhibit effective interaction with inter/intra departmental personnel Strong problem solving skills Team player and ability to lead team members Knowledge of medical terminology is preferred BioReference Laboratories is an Equal Opportunity Employer