Network Service Representative jobs in Cincinnati, OH

• Work directly with DDC Government Agency customers and specimen collectors to ensure contract and company contracts are met.
• Assist and/or complete specimen collection training with Government Agency collection personnel, independent contracted collectors, and sites utilized by DDC.
• Identify and process specimen collection invoices from independent contractors, collection sites, and healthcare organizations.
• Field email and fax inquiries regarding supplies, training records, payment status, and sample receipt.
• Outbound phone and email inquiries to verify incomplete vendor information including W9s, tax identification information, and collector paperwork.
• Research and obtain missing invoice or collection information necessary to provide payment for services.
• New vendor setup in FileMaker and regular audit of collector and draw site account information.
• Coordinating collector access with prison facilities for incarcerated tested party collections.
• Regular reporting on collection volume, number of inclusions/exclusions, and pending partials by state agency.
• Cold call collection sites in geographical gaps of DDC collection network to expand service area.
• Support DDC specimen collection network for collector no-shows, collector contact, and coordination of services.
• Explain DDC's products and services in a professional manner via phone, email, text message, or chat.
• Escalate collector and/or customer needs that require additional knowledge or ability to leadership.
• Timely communication with other departments via email, chat, and/or ticketing systems.
• Verify callers and handle case and tested party information confidentially.
• Follow DDC procedures and guidelines to ensure that DDC's services are offered in a manner consistent with our mission and vision statements.
• Positively impacts operational efficiency by providing one-call resolutions.
• Other duties as assigned.

• High school diploma or equivalent preferred.
• Minimum three (3) year's previous experience within DDC contact center or a similar laboratory call center environment.
• Acquire and maintain up-to-date knowledge of all products and channels including: retail, direct-to-consumer (DTC), government, specimen collection network, lifestyle, vet, SpermCheck, EmpowerDx, and other specialty product lines.
• Maintain thorough understanding of all workflows including scheduling, helps/case adjustments, immigration, high profile, deceased, and media cases to provide complete and knowledgeable service.
• Excellent verbal and written communication skills including active listening.
• Service-oriented and able to empathetically address customer grievances.
• Collaborate and work effectively with others.
• Ability to cope with difficult customer situations.
• Proficient computer and typing skills with the ability to learn new software.
• Effective time management and problem-solving skills.
• Ability to demonstrate and uphold the highest levels of ethical behavior and confidentiality.
• Completion of HIPPA training

• Excellent full time benefits including comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays
• Monday-Friday 8:30am-5:30pm
• This position is eligible for hybrid (remote and onsite) work based on business need.

About the Company:
Eurofins