Mindlance
Description/Comment: Summary
Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a routine
complexity, while utilizing multiple customer communication channels, which may include voice, mail,
email, chat, AI related inquiries, etc.
Duties and Responsibilities
• Supports assigned client group(s) performing routine complexity health related customer
excellence activities.
• Typically makes routine outbound, health related customer calls following set scripts,
procedures.
• Maintains complete customer/patient confidentiality for all health, personal and other
customer information.
• Provides professional, respectful, customer excellence. Demonstrates caring and empathy
when delivering sensitive health information.
• Effectively respond to all customer inquiries received by various digital methods including
telephone, fax, email chat regarding reporting of patient results, inquiries of tests and
services, concerns of service failures and other duties needed to provide superior service.
• Supports all client group(s) based on business needs.
Job Qualifications (Work Experience, Physical & Mental Requirements, Knowledge, Skills)
Required Work Experience:
• 1-year related customer service excellence experience.
Preferred Work Experience:
• Health care and laboratory related experience.
• Experience delivering customer service excellence and achieving
productivity/accuracy/quality standards.
Physical and Mental Requirements:
• Consistent exceptional customer service, accuracy and quality focus required.
Knowledge:
• N/A
Skills:
• Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and
AI.
• Continuous Improvement: Embrace and thrive in an environment of continuous
improvement, innovation, and leveraging digital
EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."
While Mindlance is an equal opportunity employer our clients require that we conduct background checks on all hires who receive a contingent offer of employment. It is understood that any offer extended by Mindlance is contingent on meeting the requirements set forth by the client which may include but are not necessarily limited to: criminal history (including sexual crimes), verification of social security number, employment verification, motor vehicle records (sales staff or any staff receiving car allowance), verification of education, professional licensure where applicable, and debarment authorities. This process is conducted to verify the accuracy of the information provided by the candidate. A guilty misdemeanor or felony conviction on an applicant's record does not in any way render the applicant ineligible for hire however all convictions will be escalated to the compliance team.
Offer of Employment Process
When making any offer of employment to a successful candidate, Mindlance staff is responsible to the hiring party to inform the candidate of the client's intent to extend a contingent offer of employment. Upon the successful completion of the background check and drug screen, the submission of all Mindlance paperwork along with any client specific documents the associate will be cleared for their assignment. Once the start instructions are received, which is typically the Friday prior to the candidate's start date the associate will receive starting instructions from the account management team.
EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of - Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."
While Mindlance is an equal opportunity employer our clients require that we conduct background checks on all hires who receive a contingent offer of employment. It is understood that any offer extended by Mindlance is contingent on meeting the requirements set forth by the client which may include but are not necessarily limited to: criminal history (including sexual crimes), verification of social security number, employment verification, motor vehicle records (sales staff or any staff receiving car allowance), verification of education, professional licensure where applicable, and debarment authorities. This process is conducted to verify the accuracy of the information provided by the candidate. A guilty misdemeanor or felony conviction on an applicant's record does not in any way render the applicant ineligible for hire however all convictions will be escalated to the compliance team.
Offer of Employment Process
When making any offer of employment to a successful candidate, Mindlance staff is responsible to the hiring party to inform the candidate of the client's intent to extend a contingent offer of employment. Upon the successful completion of the background check and drug screen, the submission of all Mindlance paperwork along with any client specific documents the associate will be cleared for their assignment. Once the start instructions are received, which is typically the Friday prior to the candidate's start date the associate will receive starting instructions from the account management team.