Customer Service Associate

UnitedHealth Group•Lake Success, NY

8d•$16 - $25•Onsite

About The Position

Optum NY/NJ is seeking a Customer Service Associate to join their team in Lake Success, NY. Optum is a clinician-led care organization focused on improving healthcare. As part of the Optum Care Delivery team, you will contribute to making healthcare better for everyone. Optum provides clinical resources, data, and support from a global organization to help patients live healthier lives. The company offers an exceptional career experience, empowering employees to live their best lives at work and at home. This role offers the fulfillment of advancing community health and the excitement of contributing new practice ideas that could improve care for millions. The Laboratory Customer Service Representative is a key point of contact for clients, healthcare providers, and internal teams, responsible for managing high-volume calls, coordinating specimen logistics and processing, resolving customer issues, and ensuring accurate documentation while delivering exceptional customer service in a fast-paced laboratory environment.

Requirements

High School Diploma / GED OR equivalent experience
Must be 18 years of age OR older
1+ years of customer service experience
Basic proficiency with Windows computer applications, which includes the ability to learn new and complex computer system applications
Ability to work full-time, Monday-Friday from 8am-6pm Eastern Standard Time

Nice To Haves

1+ years of laboratory-related experience
Knowledge of medical laboratory operations and specimen processing
Strong verbal communication and interpersonal skills.
Ability to multi-task, prioritize workload, and manage time efficiently.
Demonstrated problem-solving skills with the ability to think quickly and act decisively.
Ability to follow precise directions while maintaining speed, accuracy, and efficiency.
Strong attention to detail and organizational skills.
Proficiency in using multiple systems and applications simultaneously

Responsibilities

Accurately and efficiently manage a high volume of incoming calls from reference labs and healthcare providers.
Provide accurate, valid, and complete information regarding laboratory services, test requirements, specimen status, and results.
Coordinate logistics for specimen pickups, including scheduling, routing, and resolving transportation issues.
Perform or support specimen processing activities, ensuring compliance with laboratory protocols and quality standards.
Troubleshoot and resolve issues related to specimen handling, labeling, processing, and transport.
Handle customer complaints professionally, offering appropriate solutions and alternatives within established timelines.
Document all customer interactions clearly and accurately in applicable systems; ensure proper follow-up when required.
Maintain strict adherence to laboratory policies, procedures, and regulatory requirements.
Demonstrate the ability to multi-task across multiple systems and responsibilities in a fast-paced environment.
Collaborate with laboratory staff, couriers, and other departments to ensure seamless operations.