Client Service Representative

Company Overview

Consolidated Medical Bio-Analysis, Inc. (CMB) is a trusted clinical laboratory with a long-standing commitment to accuracy, quality, and exceptional service. Since its establishment in 1979, CMB has grown from a small facility into a full-service laboratory with a network of draw stations serving Los Angeles and Orange County.

For over four decades, CMB has supported physicians, hospitals, patients, nursing homes, and clinical research organizations by delivering reliable, high-quality laboratory testing. Our continued investment in state-of-the-art technology and advanced instrumentation allows us to maintain the highest standards in diagnostic accuracy and efficiency.

At CMB, our people are the foundation of our success. Our team of dedicated professionals works collaboratively to ensure timely, precise results that directly impact patient care. We take pride in fostering a supportive work environment where employees can grow, contribute meaningfully, and take pride in the vital role they play in healthcare.

As we continue our tradition of excellence, we remain committed to delivering dependable laboratory services to the communities we serve.

Job Overview
We are seeking an energetic and dedicated Client Service Representative to join our dynamic Laboratory team! In this vital role, you will provide professional and customer-oriented services to clients regarding lab test results and information, processes and respond to inquiries and orders received from the clients and laboratory staff, and help achieve optimal customer satisfaction. Your proactive approach will help foster strong relationships, support account management initiatives, and contribute to the overall success of our customer-centric mission. If you thrive in a fast-paced environment and enjoy building meaningful connections, this is the perfect opportunity to make a positive impact every day.

The client services representative is responsible for:

Responsibilities

• Checking the weekly work schedule and following the assigned job responsibility for the week;
• Printing patient reports, including stat reports on each day of work;
• Answering incoming calls for results, inquiries, stats, supply orders, and requests for test orders and add-ons promptly;
• Verifying and documenting all verbal orders;
• Answering incoming calls for technical questions and transferring the calls to the corresponding laboratory department or staff;
• Answering incoming calls for clinical questions and transferring the calls to the clinical consultant(s);
• Receiving and processing stat and fax orders promptly;
• Demonstrating the ability to handle a high volume of calls, skillfully attend to all incoming calls, efficiently reprioritize the pending tasks, and effectively provide assistance to fulfill clients’ special needs.
• Outgoing activities
• Calling, faxing, and remote-printing critical/panic, Prothrombin Time (Pro-Time), and other unusual, pre-defined, and/or as-instructed reportable test results to clients promptly;
• If designated as the “Stat” person, calling, faxing, or remote-printing stat test results to clients promptly;
• Coordinating and dispatching couriers for pick-ups and deliveries;
• Calling problematic specimens and test orders;
• Timely reporting all regulatory agency-mandated “Reportable Diseases and/or Test Results” to the respective HIV Epidemiology Program, STD Program, and TB Control Program in California State and local public health department as appropriate;
• Document all encounters on the Client Inquiry Log as appropriate;
• Promptly initiate problem investigation for client complaints and enter all reportable problems in the Quality Assurance (QA) system;
• Maintain a daily, concurrent “Send-Out Pending Log” and follow up on all identified problems;
• Efficiently sort, organize, and file all paperwork;
• Ensure the remote printers and faxes are working properly;
• Observe HIPAA regulations, including, but not limited to, confidentiality of patient test results and other protected health information.
• Performs other duties as assigned that are necessary to ensure efficient operations, patient care, and compliance with organizational standards.

Must-haves

• Have 1 year or more working in a medical or laboratory environment;
• Have 1 year or more of experience in telephone client service or equivalent;

Experience

• Have a high school diploma or equivalent;
• Be fluent in speaking English;
• Be proficient in reading and writing English;
• Possess professional telephone skills;
• Know commonly used concepts, practices, and procedures within the field of customer service;
• Know commonly-used terminologies, standards, concepts, practices, and procedures within the field of medical laboratory;
• Have proficient knowledge and skills in utilizing office equipment, including computer, printer, multi-function telephone, fax, and copier;
• Have a certain degree of creativity and latitude.

Pay: $20/hour

Benefits: Health, dental, vision, PTO, 401(k), etc.

Work Environment: Full-time, Monday–Friday, occasional weekends, On-site in Cypress, CA

Equal Opportunity Employer (EEO) Statement

CMB is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, national origin, disability, or veteran status.

Pay: $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Work Location: In person