Customer Care Representative II
About The Position
The Customer Care Representative II delivers exceptional, consistent customer service for moderately complex health-related inquiries using multiple communication channels, including telephone, fax, email, chat, and potentially AI-related channels. The role supports assigned client groups, handles inbound and outbound calls using established scripts and procedures, protects confidential customer and patient information, and responds professionally and empathetically to questions about patient results, tests, services, and service concerns. The position is remote. The regular work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Eastern, with rotational weekends. Training is remote, Monday through Friday, 9:00 a.m. to 6:00 p.m. Eastern. The stated start date is November 30; no year is provided.
Requirements
- 1 to 2 years of related customer service 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.
- Ability to use multiple customer communication channels and follow established scripts and procedures.
Nice To Haves
- Health care and laboratory-related experience.
- Experience delivering customer service and achieving productivity, accuracy, and quality standards.
- Good digital skills, including familiarity with Outlook, Excel, phone systems, chat, automation, and AI.
- Some college coursework; college-level clinical laboratory education is preferred.
- Ability to embrace continuous improvement, innovation, and digital tools.
Responsibilities
- Support assigned client groups by performing moderately complex health-related customer service activities.
- Handle moderately complex inbound and outbound health-related customer calls using set scripts and procedures.
- Maintain complete confidentiality of health, personal, and other customer or patient information.
- Provide professional and respectful service, demonstrating care and empathy when communicating sensitive health information.
- Respond to inquiries received by telephone, fax, email, chat, and other digital methods, including questions about patient results, tests, services, and service failures.
- Meet customer service, accuracy, quality, productivity, attendance, conduct, and teamwork expectations.
- Typically cross-train in at least two moderately complex areas and demonstrate skills in each.
Benefits
- Medical, supplemental health, dental, and vision benefits for full-time employees working 30 or more hours.
- Well-being programs.
- Annual no-cost health assessment program, Blueprint for Wellness.
- 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
