Customer Service Support Rep- On-Site

Labcorp•San Antonio, TX

1d•Onsite

About The Position

Labcorp is seeking a Client Services Representative to join a dynamic team at Center for Disease Detection (CDD) in San Antonio, TX. This is an on-site position with a work schedule of Monday-Friday 8 AM - 6 PM and rotational Saturdays from 9 AM - 5 PM. Additional hours and days may be required as needed. The role involves acting as a liaison between CDD, the customer base, patients, and sales representatives. Responsibilities include communicating with laboratory departments and other CDD sites, answering incoming calls for status updates, patient test medications, updating patient/client information, and handling supply requests. The representative will investigate and resolve patient or client concerns promptly, interact courteously with internal and external customers, and participate in activities to improve employee and customer satisfaction and team performance. The role requires working in multiple databases to manage patient cases, reviewing test forms for accuracy, performing administrative support for medical records and CRM data maintenance to ensure HIPAA compliance, and performing other job-related tasks as requested to support lab success and patient care.

Requirements

High School Diploma or GED equivalent
3–5 years of customer service experience, with a strong emphasis on phone-based support assisting clients and customers
Experience working in a call center environment
Experience in customer service
Experience in the healthcare industry, such as a physician's office, clinic or hospital
Experienced in managing multiple applications, using two monitors, with strong organizational skills
Excellent multitasking abilities while maintaining focused attention to details
Flexibility and ability to manage and adapt to changing priorities quickly
Strong verbal and written communication skills, excellent ability to listen and respond, and always courteous
Well-versed in applications like Microsoft Outlook, Excel, Word, and willingness to learn new applications

Nice To Haves

Associate's degree or higher
Customer service experience in healthcare setting
Experience with Webex and Teams
Bilingual in English and Spanish highly desirable

Responsibilities

Act as a liaison between Center for Disease Detection (CDD), the customer base and patients and sales reps
Communicate with all laboratory departments along with outreach to other Center for Disease Detection (CDD) sites
Answer and assist incoming call requests status updates, patient test medications, updating patient/client information and supplies requests
Investigate and resolve any patient or client concerns in a timely manner
Interact with internal and external customers in a courteous, friendly and professional manner while following documented quality protocols
Participate in activities designed to improve employee satisfaction, customer satisfaction and team performance
Work in multiple databases to manage and resolve a wide variety of needs related to patient cases within any stage of testing
Review test forms for accuracy, resolve and document any discrepancies
Perform administrative support for medical record management and CRM data maintenance to assure HIPAA compliance
Flexibility and willingness to perform other job-related tasks as requested, in support of the lab’s success and overall patient care