Customer Care Representative - Night shift
About The Position
The Customer Care Representative delivers an exceptional and consistent customer experience for routine-complexity health-related inquiries using multiple communication channels, which may include voice, mail, email, chat, and AI-related inquiries. The role supports assigned client groups and handles routine inbound and outbound full-service calls according to established scripts and procedures. The representative responds to inquiries about patient results, tests and services, service failures, and other customer needs while maintaining confidentiality and providing professional, respectful, empathetic service. The position is remote and intended for candidates residing in Michigan. Training is remote, Monday through Friday, 8:00 AM to 5:00 PM Central (9:00 AM to 6:00 PM Eastern). The work schedule is Monday through Friday with rotational weekends, between 9:00 PM and 8:30 AM Central. Start date: November 30th.
Requirements
- At least 1 year of related customer service experience.
- Consistently provide exceptional customer service with a focus on accuracy and quality.
- Demonstrate good performance and productivity, attendance, conduct, and teamwork.
- Align with the stated customer-first, care, collaboration, continuous-improvement, and curiosity values.
Nice To Haves
- Healthcare or laboratory-related experience.
- Experience delivering excellent customer service while meeting productivity, accuracy, and quality standards.
- Good digital skills, including experience with Outlook, Excel, phone systems, chat, automation, and AI.
- Ability to embrace and thrive in an environment of continuous improvement, innovation, and digital enablement.
Responsibilities
- Support assigned client groups by performing routine-complexity health-related customer service activities.
- Handle routine inbound and outbound full-service calls promptly, following applicable scripts and procedures.
- Maintain complete confidentiality of customer and patient health, personal, and other information.
- Provide professional and respectful service, showing care and empathy when communicating sensitive health information.
- Respond to customer inquiries via telephone, fax, email, chat, and other digital methods, including inquiries about patient results, tests and services, service failures, and other service needs.
- Support client groups as needed based on business requirements.
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 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
Entry Level
Education Level
No Education Listed
