Customer Care Representative II
About The Position
The Customer Care Representative II supports assigned client groups by delivering an exceptional, consistent customer experience for health-related inquiries of moderate complexity. The role uses multiple communication channels, which may include telephone, fax, email, chat, mail, and AI-related inquiries. It handles inbound and outbound calls using established scripts and procedures, protects confidential customer and patient information, and responds professionally and empathetically to sensitive health information and service concerns. The position is remote. The regular schedule is Monday through Friday, 6:00 AM to 2:30 PM Eastern, with rotational weekends. Training is remote, Monday through Friday, 9:00 AM to 6:00 PM Eastern. The listed start date is November 30th; no year is provided.
Requirements
- 1 to 2 years of related customer service excellence experience, typically including at least 1 year at the CSR1 level.
- High school diploma or equivalent.
- Consistent exceptional customer service, accuracy, and quality focus.
- Good performance and productivity, attendance, conduct, and teamwork.
- Typically cross-trained in two or more moderately complex areas, with demonstrated skills in each.
- Ability to uphold the company's customer-first, care, collaboration, continuous-improvement, and curiosity values.
Nice To Haves
- Healthcare and laboratory-related experience.
- Experience delivering customer service excellence and meeting productivity, accuracy, and quality standards.
- Good digital skills, including experience with computers, Outlook, Excel, phone systems, chat, automation, and AI.
- Some college coursework; college-level clinical laboratory education is preferred.
- Interest or ability to thrive in an environment of continuous improvement, innovation, and digital enablement.
Responsibilities
- Support assigned client groups with moderately complex health-related customer service activities.
- Make moderately complex inbound and outbound health-related customer calls using set scripts and procedures.
- Maintain complete confidentiality of customer and patient health, personal, and other information.
- Provide professional and respectful customer service, showing care and empathy when delivering sensitive health information.
- Respond to inquiries received by telephone, fax, email, chat, and other digital methods, including questions about patient results, tests and services, service failures, and other matters needed to provide superior service.
Benefits
- Day 1 medical, supplemental health, dental, and vision benefits for full-time employees working 30 or more hours.
- Well-being programs.
- Annual no-cost Blueprint for Wellness health assessment program.
- healthyMINDS mental health program.
- Vacation and Health/Flex Time.
- Six holidays plus one “MyDay” off.
- FinFit financial coaching and services.
- 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service.
- Employee stock purchase plan.
- Life and disability insurance, with a buy-up option.
- Flexible Spending Accounts.
- Matching gifts program.
- Education assistance through MyQuest for Education.
- Career advancement opportunities.
- Successful candidates may be eligible for annual performance bonus compensation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
