Customer Service Representative - Alerts/Panics

Labcorp•Wildwood, NJ

2d•$18 - $23•Remote

About The Position

Labcorp is seeking a remote Customer Service Representative to join our team! This role acts as a liaison between LabCorp, customers, and patients, requiring an understanding of lab operations across departments. The representative will resolve routine requests using internal systems and procedures, communicate professionally, clarify customer needs, and meet productivity, quality, and service standards. Responsibilities include identifying root causes of issues, multitasking effectively, researching complex inquiries using databases, reviewing test forms for accuracy, and supporting initiatives to improve customer satisfaction and performance. The role also involves maintaining accurate records and CRM data in compliance with HIPAA, troubleshooting basic technical issues, and participating in activities to enhance customer satisfaction and business performance. This position will work with physician offices, hospital laboratories, patients, and internal customers to ensure that all client needs are addressed accurately and efficiently. The Customer Service Support Representative will provide patient test results, technical information such as specimen requirements and test turnaround times, or investigate complex problems and provide resolutions, all while ensuring a world-class customer experience. The ideal candidate will be a superb communicator, passionate about customer service and patient care, proficient with computer navigation and typing, and can thrive in a fast-paced environment.

Requirements

High school diploma or GED equivalent
2 or more years’ experience in a customer service role
1 or more years’ experience working in a contact center/call center environment.
Reliable internet with compatible provider (minimum 50 Mbps download speed).
1+ years’ experience with software (e.g., Microsoft Office, Verint, Salesforce, LIS).
HIPAA-compliant, distraction-free workspace.
Strong computer skills, including multitasking across systems and typing proficiency.
Ability to troubleshoot and resolve basic technical issues independently.
Strong verbal/written communication with active listening skills.
Courteous with a strong customer service focus.
Organized with effective time management in a multitasking environment.
Self-motivated and able to learn/apply new processes and systems.
Strong critical thinking and problem-solving skills.
Takes ownership to ensure issue resolution.
Team-oriented with ability to collaborate effectively.
Flexible and responsive to changing priorities and workloads.
Maintains professionalism in all customer interactions.

Nice To Haves

Associate degree
1 or more years’ experience with a medical background
1 or more years’ experience working in the healthcare industry, such as a physician's office or a hospital.

Responsibilities

Act as a liaison between LabCorp, customers, and patients.
Maintain understanding of lab operations across departments.
Resolve routine requests using internal systems and procedures.
Communicate professionally with internal and external customers.
Clarify and confirm customer needs to provide solutions.
Meet productivity, quality, and service standards.
Identify root causes and help prevent recurring issues.
Multi-task effectively.
Research and resolve complex inquiries using databases.
Review test forms for accuracy and correct discrepancies per standard operating procedures.
Support initiatives to improve customer satisfaction and performance.
Maintain accurate records and CRM data in compliance with HIPAA.
Troubleshoot basic technical issues to minimize disruptions.
Participate in activities designed to improve customer satisfaction and business performance.
Provide patient test results, technical information such as specimen requirements and test turnaround times, or investigate complex problems and provide resolutions.