Customer Service Representative

Job Title
Customer Service Representative
Location
Grand Rapids,  MI
Other Location
Description

Are you energetic, detail-oriented and interested in working in a medical setting? Would you like to work for a company nominated as one of the best new companies to work for in America? Or even perhaps a company that prides itself in work-life balance? NxGen MDx focuses on helping young families get a good start in life by delivering best-in-class genetic carrier screening. 

Our commitment to families doesn’t end with our clientele; it is also focused on our employees. As a pioneer in advanced genetic carrier screening, we attract the leading minds and technological experts in the field. Our dynamic, high-growth laboratory and customer service divisions are located in Grand Rapids, Michigan with a national sales team positioned throughout the country. We are looking for a Customer Service Representative to join our growing team and be a part of making a difference in people’s lives. We anticipate this position to maintain a schedule of Monday through Friday, 12 pm to 8:30 pm.

Our ideal candidate:

  • Receives and reconciles incoming phone calls.
  • Communicates with the patient, physicians, internal departments and all other internal and external customers in a professional, courteous, and respectful manner.
  • Investigates customer needs and devises methods to improve the overall effectiveness between customers and the NxGen team.
  • Documents all customer interactions and problem cases and records subsequent actions taken to resolve.
  • Places follow-up phone calls to customers to collect missing information necessary in order to proceed with laboratory testing processes.
  • Collects data and information about customer concerns, needs and problems and implements appropriate corrective actions.
  • Provides problem solving, troubleshooting, interpretation/consultation.
  • Thoroughly updates the Customer Relationship Management System with all information pertaining to a customer’s inquiry.
  • Identifies trends in system problems, training or procedural concerns. Makes recommendations and provide feedback regarding corrective and preventive action to the Customer Service Manage.
  • Acts as a liaison between departments to address customer needs.

What you’ll need to succeed:

  • High School Diploma or equivalent.
  • One to three years of Healthcare customer service experience.
  • Proficiency in medical terminology.
  • Familiarity with Customer Relationship Management System and Laboratory Information System preferred.
  • Experience using Microsoft Office and Google Documents. 
  • Strong oral and written communication skills.
  • High-energy work ethic with ability to work independently, or in a team environment, while maintaining excellent customer relationships.
  • Flexibility to work a 12 pm to 8:30 pm shift.

What’s in it for you?

  • Flexible hours
  • A competitive wage and bonus potential
  • Opportunity for advancement
  • A healthy work-life balance. Our commitment to families doesn’t end with our clientele; it is also focused on our employees
  • Rich benefits including medical, dental, vision, life and disability insurance. 401(k) with company match, gym membership discounts and flex spending accounts are also available.
  • Our awesome team. We work hard, but have fun doing it. Our team is collaborative, driven and talented, but we enjoy a few laughs, a game of ping pong in the office from time to time, petting our office dogs, and celebrating our mutual success

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