DLO Customer Service Manager

Diagnostic Laboratory of Oklahoma (DLO)

Location: Oklahoma City, OK

Hours: Monday-Friday 8am-5pm; may vary based on Business Need

Essential Functions:

• Report to work on time and prepared for each scheduled shift
• Perform all assigned duties and processes, including tasks for which you are fully qualified and those within your demonstrated capabilities
• Maintain a positive, professional, and supportive attitude throughout the workday
• Work collaboratively as a team member and contribute to a respectful, productive work environment

• Plans and coordinates customer service activities, ensuring that commitments are met, and that questions or complaints are processed properly and efficiently.
• Contributes to the development of new procedures and processes and the modification of existing customer service procedures.
• Directs the preparation and maintenance of records, reports and other related data on all customer service activities and functions.
• Ensure that all laboratory services pertaining to patient information remain confidential and that conditions for release of information be in accordance with laboratory rules and regulations.
• Conducts and directs a continuing assessment of all customer service procedures, determines, and recommends appropriate changes to effect improvement, and establishes new requirements to meet laboratory service schedules.
• Maintains contact with customers, doctors, hospitals, etc., to constantly learn about new developments in customer service practices and procedures.
• May perform other duties as assigned.

Required Knowledge:

• Must be able to operate basic office equipment, have general computer knowledge and basic typing
• ability
• Must have demonstrative customer service skills.
• Must be able to communicate in English
• both verbally and in writing.
• Must be confident, self-motivated and be able to work unsupervised.
• Requires professionalism in appearance, actions, and attitude.
• Must be able to maintain professionalism in times of heavy workloads and stress.
• Requires teamwork, collaboration, and strict attention to detail. Must be dependable, punctual, and demonstrate integrity and commitment to company values.
• Must be able to achieve and maintain department specific metrics

Required Experience:

• BA/BS degree.
• Work Experience: 5+ years’ experience in a Customer Service/Support Role (experience directly related to healthcare and/or laboratory medicine strongly preferred.)
• 3+ years of supervisory experience preferred.

Special Requirements: Must be available for any shift, including nights, weekends, and some Holidays as needed. Overtime as required by business needs.