Customer Service Rep I at Fresenius Medical Care

Lawrence, Massachusetts, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical LaboratoryIndustries

Requirements

High School Diploma required
1 – 2 years’ related experience
Excellent communication skills
Prior experience in medical/laboratory customer service setting
Prior call center experience and/or multi-line phone system
Must be able to lift up to 20 lbs
Must be able to sit for an extended period of time

Responsibilities

Communicates information and acts as a resource for clients by telephone and fax
Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports)
Accountable for outstanding customer service to all external and internal customers
Develops and maintains effective relationships through effective and timely communication
Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner
Contacts clients of abnormal test results, problems with specimens and requisitions, verify information
Assists clients with questions regarding status of tests, test requirements, specimen handling, etc
Assists clients with requests for changes to their requisitions, critical values, and patient information
Documents all calls into appropriate systems
Communicates with Sales and Clinical Support Reps about clients
Communicates with all departments to resolve client questions and problems in a timely manner
Acts as a resource person for complex questions regarding reports, technical issues, dialysis procedures, etc
Helps orient and instruct new staff
Provides input for improvement of department policy and procedures
May provide assistance to junior staff with more general support tasks that require a better understanding of functions, as directed by immediate supervisor
May refer to senior staff for assistance with higher level problems that may arise
Escalates issues to supervisor for resolution, as deemed necessary
Assists with various projects as assigned by direct supervisor
Other duties as assigned

Skills

Key technologies and capabilities for this role

Customer ServiceTelephone CommunicationClient Relationship ManagementData EntryIssue ResolutionSpecimen Handling KnowledgeDialysis Procedures

Questions & Answers

Common questions about this position

What is the hourly pay rate for this Customer Service Rep I position?

The hourly rate is $18.22 - $26.73 for the Lawrence, MA location, depending on the candidate’s work location, qualifications, education, experience, skills, and competencies.

What is the work arrangement and schedule for this role?

This is a hybrid position with working hours Monday through Friday from 11:30am EST to 8:00pm EST.

What skills and experience are required for this position?

Requirements include 1-2 years of related experience, excellent communication skills, prior experience in medical/laboratory customer service, and call center or multi-line phone system experience. A High School Diploma is required.

What benefits are offered for this role?

The position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, and parental leave.

What makes a strong candidate for this Customer Service Rep position?

Strong candidates will have 1-2 years of related experience, excellent communication skills, prior medical/laboratory customer service experience, and call center or multi-line phone experience, along with a High School Diploma.

Fresenius Medical Care

Provides dialysis and renal healthcare services

About Fresenius Medical Care

Fresenius Medical Care North America focuses on delivering high-quality healthcare services to individuals with kidney and other chronic conditions. The company operates a vast network of dialysis centers and outpatient labs for cardiac and vascular care, ensuring coordinated treatment for many patients across the continent. It stands out as the largest fully integrated renal company, providing not only dialysis services but also specialty pharmacy and laboratory services. Additionally, Fresenius manufactures and distributes a wide range of dialysis equipment, disposable products, and renal pharmaceuticals. The goal of Fresenius Medical Care is to enhance the quality of life for patients with chronic illnesses by providing comprehensive and accessible healthcare solutions.

Waltham, MassachusettsHeadquarters

1996Year Founded

$39.1MTotal Funding

LATE_VCCompany Stage

Biotechnology, HealthcareIndustries

11-50Employees

Benefits

Professional Development Budget

Conference Attendance Budget

Flexible Work Hours

Risks

Increased competition from telehealth solutions like Philips' eCareManager 4.1.

Rising mental health challenges may impact FMCNA's employee productivity.

Virtual reality education may face adoption and accessibility challenges in rural areas.

Differentiation

FMCNA is the world's largest fully integrated renal company.

FMCNA offers a comprehensive line of dialysis equipment and renal pharmaceuticals.

FMCNA provides coordinated healthcare services at pivotal care points for chronic conditions.

Upsides

Telehealth market growth supports FMCNA's remote patient monitoring services.

Home dialysis market expansion aligns with FMCNA's patient-centric care approach.

AI integration enhances FMCNA's predictive analytics and personalized medicine capabilities.

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