Labcorp Genetics Customer Service Support Representative II– Remote

Labcorp•Burlington, NC

2d•$19 - $22•Remote

About The Position

Labcorp Genetics team is seeking a Customer Service Support Representative - Remote. Representative II serves as a frontline contact for patients, provider offices, and insurance carriers by handling inbound and outbound calls related to patient accounts and billing inquiries. This role is responsible for resolving open patient accounts receivable, addressing customer questions, and assisting patients with payment options, including the initiation of payment plans for outstanding balances. The position requires routine use of multiple systems and resources to efficiently research and resolve issues in real time while maintaining established performance and quality standards. The representative is expected to develop proficiency in role responsibilities through successful completion of a structured training program and ongoing application of learned processes within a fast‑paced customer service environment. Labcorp is a global leader in laboratory services, providing the insights and answers that help healthcare providers, patients, researchers, pharmaceutical companies and health systems make confident decisions and improve outcomes. Through our unparalleled science, data, technology and laboratory network, we advance diagnostics, accelerate innovation and help address some of the world’s most important health challenges. As we shape the future of healthcare, we are leveraging advanced technologies, intelligent digital solutions and data-driven innovation across our operations to enhance how work gets done and deliver greater value to customers and patients. With our global scale and deep expertise, you’ll have the opportunity to do meaningful work, grow your career and make a real impact on people’s health around the world. Together, we’re improving health and improving lives. Labcorp is a global leader in diagnostic testing and drug development solutions, helping healthcare providers, researchers, and patients make informed decisions that advance care. Join us in our mission to improve health and improve lives.

Requirements

High School diploma or GED equivalent
3 years or more healthcare related call center experience
Strong verbal and written communication skills
Explain complex women’s health, genetics and oncology testing coverage, costs, and financial responsibility to patients, providers, and payers with clarity and empathy
Attention to detail and focused
Team-oriented mindset with the ability to work independently
Excellent organizational skills
Proficiency navigating multiple computer screens and applications
Alpha-Numeric data entry proficiency
Ability to explain billing or account information clearly and professionally.
Energetic, passionate customer service
Customer‑focused problem solving and resolution skills
Adherence to confidentiality, privacy, and regulatory compliance requirements

Nice To Haves

Associates degree
Establish protocols and procedures; cross-functional collaboration
3 months or more XIFIN experience
Bilingual in English and Spanish
3 years or more specialty testing or genetics healthcare customer service
3 years or more reimbursement, Medicare/Medicaid billing experience

Responsibilities

Answer high volume of inbound calls from patients, doctor's office and/or private insurance carriers.
Make outbound calls to resolve open Patient AR and to resolve customer inquiries.
Initiate payment plans for patients for outstanding balances.
Routinely utilize multiple resources to resolve patient inquiries while on the phone.
Maintain performance goals.
Ability to become proficient with processes after completing a structured training program.