Call Center Representative

Call Center Representative – Cincinnati, OH
American Health Associates | Full-time & flexible schedules | Now hiring

Who we are
American Health Associates is the nation’s largest clinical reference laboratory dedicated to long-term care — bringing 35 years of diagnostic excellence to patients in 2,500 healthcare facilities nationwide, powered by 14 full-service, CAP-accredited laboratories. Our mission is simple: empower patients with better diagnostics, wherever they are. Our mobile team is how care gets home.

The role
The Call Center Representative provides customer service and operational support to clients, patients, and internal laboratory staff. The position is responsible for handling incoming and outgoing calls, resolving routine service issues, communicating laboratory-related information, and ensuring inquiries are routed appropriately while maintaining patient confidentiality and professionalism.

What your day looks like
· Answer incoming calls from physician offices, nursing facilities, hospitals, patients, and other laboratory clients in a professional and timely manner
· Assist callers with questions regarding specimen collection requirements, test availability, laboratory hours, supplies, courier services, and general laboratory procedures
· Provide laboratory test results to authorized individuals in accordance with laboratory policy and applicable privacy requirements
· Accurately document calls, requests, complaints, and follow-up activities in the appropriate system
· Investigate and resolve routine client concerns, including missing specimens, delayed results, add-on testing requests, recollections, courier issues, and order discrepancies
· Route clinical, technical, or critical-result questions to qualified laboratory personnel when the matter is outside the representative's scope
· Communicate with phlebotomists, couriers, laboratory departments, and client facilities to coordinate service-related issues
· Dispatch AHA’s mobile Phlebotomists and Couriers
· Protect confidential patient and client information and follow HIPAA , laboratory policies, and established security procedures
· Provide courteous service when dealing with upset patients, nursing staff, physician offices, or other callers while remaining calm and solution-focused
· Perform other customer service and administrative duties necessary to support laboratory operations

What you bring
· High school diploma or equivalent required; healthcare, laboratory, medical-office, or call-center experience preferred
· Strong telephone, customer service, and problem-solving skills
· Ability to communicate effectively with healthcare professionals, patients, and coworkers
· Strong attention to detail and ability to accurately document information
· Ability to manage a high volume of calls and prioritize urgent requests
· Basic knowledge of medical terminology preferred
· Experience with a Laboratory Information System (LIS) , electronic health record, or healthcare customer-service software preferred
· Ability to maintain confidentiality and appropriately handle protected health information

What we offer
• Competitive pay, paid time off, and holidays
• Flexible scheduling
• The stability of the nation’s largest long-term-care laboratory
• Supportive and collaborative work environment

Apply today
Visit americanhealthassociates.com/careers or apply at www.americanhealthassociates.com. If you are dependable, patient-focused, and looking for a rewarding opportunity in healthcare, we’d love to hear from you.

American Health Associates is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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