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 inquiries using established internal systems and procedures.

• Communicate in a professional manner with both internal and external clients.

• Identify and confirm customer requirements to deliver appropriate solutions.

• Achieve productivity, quality, and service benchmarks.

• Recognize root causes and assist in preventing recurring problems.

• Effectively manage multiple tasks simultaneously.

• Research and resolve intricate inquiries utilizing databases.

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

• Contribute to initiatives aimed at enhancing customer satisfaction and performance.

• Keep accurate records and CRM data in adherence with HIPAA regulations.

• Address basic technical issues to reduce interruptions.

• Provide patients with test results and technical details, including specimen requirements and test turnaround times.

• Investigate complex issues and offer solutions.

• Collaborate with physician offices, hospital labs, patients, and internal clients to meet client needs accurately and efficiently.

⛳️ Requirements

• High school diploma or GED equivalent.

• Minimum of 2 years’ experience in a customer service capacity.

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

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

• Over 1 year of experience with software applications (e.g., Microsoft Office, Verint, Salesforce, LIS).

• A HIPAA-compliant, distraction-free workspace.

• Strong computer proficiency, including multitasking across different systems and typing skills.

• Capability to troubleshoot and resolve basic technical issues autonomously.

• Familiarity with Laboratory Information Systems.

• Understanding of medical terminology used in clinical settings.

• An associate degree is preferred.

• Over 1 year of experience in a medical context is preferred.

• More than 1 year of experience in the healthcare sector is preferred.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Short-Term and Long-Term Disability (STD/LTD).

• 401(k) retirement plan.

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

• Tuition Reimbursement program.

• Employee Stock Purchase Plan.

• Shift differential when applicable.