Customer Service Support Representative

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Serve as a point of contact between Labcorp, clients, and patients.

• Maintain a comprehensive understanding of laboratory operations across various departments.

• Address routine requests utilizing internal systems and procedures.

• Engage in professional communication with both internal and external clients.

• Clarify and validate customer requirements to deliver appropriate solutions.

• Achieve productivity, quality, and service benchmarks.

• Identify underlying issues and assist in preventing recurring problems.

• Conduct research and resolve intricate inquiries using databases.

• Review test forms for precision and rectify discrepancies following standard operating procedures.

• Support efforts aimed at enhancing customer satisfaction and operational performance.

• Ensure accurate documentation and CRM data management in accordance with HIPAA regulations.

• Troubleshoot basic technical issues to minimize operational interruptions.

• Collaborate with physician offices, hospital laboratories, patients, and internal stakeholders to meet client requirements.

• Provide patients with test results and technical details such as specimen requirements and turnaround times.

• Investigate complex issues and propose effective resolutions.

• Participate in initiatives designed to boost customer satisfaction and business performance.

⛳️ Requirements

• High school diploma or GED equivalent.

• A minimum of 2 years’ experience in a customer service position.

• At least 1 year of experience in a contact center or call center setting.

• Reliable internet connection from a compatible provider (minimum 50 Mbps download speed).

• Over 1 year of experience with software applications such as Microsoft Office, Verint, Salesforce, or LIS.

• A HIPAA-compliant, distraction-free workspace.

• Proficient computer skills, capable of multitasking across different systems and demonstrating typing proficiency.

• Ability to independently troubleshoot and resolve basic technical issues.

• Strong verbal and written communication skills, coupled with active listening abilities.

• Experience with Laboratory Information Systems.

• Familiarity with medical terminology utilized in clinical settings.

• Well-organized with effective time management skills in a multitasking environment.

• Self-driven with the capacity to learn and implement new processes and systems.

• Strong critical thinking and problem-solving capabilities.

• Team-oriented with the ability to collaborate efficiently.

• Adaptable and responsive to shifting priorities and workloads.

• Due to system compatibility and security protocols, certain ISPs may not support the necessary VPN device or device management tools.

🏝️ Benefits

• Shift differential where applicable.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short-term disability (STD).

• Long-term disability (LTD).

• 401(k) retirement plan.

• Paid Time Off (PTO) or Flexible Time Off (FTO).

• Tuition Reimbursement.

• Employee Stock Purchase Plan.