Customer Care Representative II
About The Position
The Customer Care Representative II delivers an exceptional and consistent customer experience for health-related inquiries of moderate complexity, using multiple communication channels such as voice, mail, email, chat, and AI-related inquiries. The role supports assigned client groups and handles inbound and outbound customer calls using established scripts and procedures. It also responds to inquiries about patient results, tests and services, and service concerns, while maintaining confidentiality and providing respectful, empathetic service. The position is remote. Training is scheduled Monday through Friday, 9:00 AM–6:00 PM Eastern. The regular schedule is Monday through Friday, 9:00 AM–5:30 PM Eastern, with rotational weekends. The listed start date is November 30th; no year is specified.
Requirements
- 1 to 2 years of related customer service experience, typically including a minimum of 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.
Nice To Haves
- Healthcare and laboratory-related experience.
- Experience delivering customer service and meeting productivity, accuracy, and quality standards.
- Good digital skills, including experience with computers, Outlook, Excel, phone systems, chat, automation, and AI.
- Some college courses; college-level clinical laboratory education is preferred.
- Ability to embrace and thrive in continuous improvement, innovation, and leveraging digital.
Responsibilities
- Support assigned client groups by performing moderately complex health-related customer service activities.
- Handle moderately complex inbound and outbound health-related customer calls according to established scripts and procedures.
- Maintain confidentiality of all health, personal, and other customer information.
- Provide professional and respectful customer service, demonstrating care and empathy when communicating sensitive health information.
- Respond to customer inquiries received by telephone, fax, email, chat, and other digital methods, including inquiries about patient results, tests and services, and service failures.
- Provide other services as needed to deliver superior customer support.
Benefits
- Medical, supplemental health, dental, and vision coverage beginning on day one 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 buy-up option.
- Flexible Spending Accounts.
- Matching gifts program.
- Education assistance through MyQuest for Education.
- Career advancement opportunities.
- Annual performance bonus compensation may be available to eligible candidates.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
