Customer Care Representative II
About The Position
The Customer Care Representative II delivers an exceptional, consistent customer experience for moderately complex health-related inquiries through multiple communication channels, potentially including voice, mail, email, chat, and AI-related inquiries. The position supports assigned client groups and handles moderately complex inbound and outbound calls using established scripts and procedures. It requires protecting customer and patient confidentiality and communicating professionally, respectfully, and empathetically, particularly when sharing sensitive health information. The role is remote, with a Monday-to-Friday schedule and rotational weekends. The stated work hours are 9:00 AM–5:30 PM Eastern. Training is remote, Monday to Friday, 9:00 AM–6:00 PM Eastern. The listed start date is November 30th; no year is specified.
Requirements
- 1 to 2 years of related customer service experience; typically, 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.
Nice To Haves
- Healthcare and laboratory-related experience.
- Experience delivering excellent 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.
Responsibilities
- Support assigned client groups by performing moderately complex health-related customer service activities.
- Handle moderately complex inbound and outbound health-related calls using set scripts and procedures.
- Maintain complete confidentiality of customer and patient health, personal, and other information.
- Provide professional and respectful customer service, demonstrating care and empathy when delivering sensitive health information.
- Respond to 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.
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 health assessment program.
- Blueprint for Wellness® and 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
