Customer Care Representative II
About The Position
The Customer Care Representative II delivers exceptional, consistent customer service for moderately complex health-related inquiries through multiple communication channels, including telephone, fax, email, chat, and potentially AI-related inquiries. The role supports assigned client groups and handles inbound and outbound customer calls using established scripts and procedures. It requires careful protection of customer and patient information and a professional, respectful, empathetic approach when communicating sensitive health information. The position is remote. Training is scheduled Monday through Friday, 9:00 AM to 6:00 PM Eastern. The work schedule is Monday through Friday, 11:00 PM to 7:30 AM Eastern, with rotational weekends. The stated start date is November 30th; no year is provided. Candidates must have 1 to 2 years of related customer service experience, typically including at least one year at the CSR1 level. A high school diploma or equivalent is required. Healthcare or laboratory experience, customer-service performance against productivity, accuracy, and quality standards, and some college coursework or college-level clinical laboratory education are preferred.
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.
- Ability to maintain customer and patient confidentiality and communicate sensitively and empathetically.
Nice To Haves
- Healthcare and laboratory-related experience.
- Experience delivering customer service and achieving productivity, accuracy, and quality standards.
- Some college coursework; college-level clinical laboratory education is preferred.
- Good digital skills, including experience with computers, Outlook, Excel, phone systems, chat, automation, and AI.
- 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 using established scripts and procedures.
- Maintain complete confidentiality of health, personal, and other customer information.
- Provide professional, respectful customer service and demonstrate care and empathy when delivering 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, service failures, and other matters needed to provide superior service.
- Meet expectations for customer service, accuracy, quality, performance, productivity, attendance, conduct, and teamwork.
- Typically cross-train in two or more moderately complex areas and demonstrate skills in each.
Benefits
- Day 1 medical, supplemental health, dental, and vision coverage 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.
- Eligible candidates may receive 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
