Customer Service Support Rep

Labcorp•Burlington, NC

3d•Onsite

About The Position

Labcorp is seeking an on-site Customer Service Representative to join its team in Burlington, North Carolina. This role serves as a liaison between Labcorp, its customers, and patients, responding to routine requests and questions through inbound and outbound calls or the Internet. The representative researches issues using multiple databases, provides customer education, qualifies new customers, and communicates test results accurately and promptly. The position also involves reviewing test forms and performing administrative support for medical record management, CRM data maintenance, and internal records while assuring HIPAA compliance. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Candidates should be able to work in a fast-paced production environment, meet established turnaround times, and work overtime or other shifts depending on business needs. Employees regularly scheduled to work 20 or more hours per week are eligible for the benefits described in the posting.

Requirements

High school diploma or GED.
At least 3 months of customer service experience.
High level of professionalism and strong customer service orientation.
Ability to work independently and within a team environment.
High attention to detail and ability to prioritize and multitask.
Ability to work in a fast-paced production environment and meet established turnaround times.
Strong written and verbal communication skills.
Ability to handle the physical requirements of the position.
Flexibility to work overtime or other shifts depending on business needs.

Nice To Haves

Associate's degree.
At least 3 months of contact center or call center experience.
At least 3 months of healthcare industry experience, such as in a physician's office or hospital.
Bilingual in English and Spanish.
Proficiency with Microsoft Office programs.
Experience with Salesforce.com and/or Laboratory Information Systems.

Responsibilities

Act as a liaison between Labcorp, its customer base, and patients.
Resolve routine customer requests regarding products or services via inbound or outbound calls or the Internet.
Communicate with customers in a courteous, friendly, and professional manner using protocol procedures.
Inquire about, clarify, and confirm customer requirements and understanding of solutions.
Provide additional customer education and information as needed.
Qualify and establish inbound new customers requesting Labcorp products and services.
Use multiple databases to research complex issues and questions.
Notify clients of test results in a timely and accurate manner.
Review test forms for accuracy and report discrepancies.
Participate in activities intended to improve customer satisfaction and business performance.
Provide administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance.