Customer Service Support Representative - Specimen Management (Onsite)

Labcorp•Birmingham, AL

2d•Onsite

About The Position

Labcorp is seeking an on-site Customer Service Representative to join our team in Birmingham, AL. This role acts as a liaison between Labcorp, the customer base, and patients, resolving routine customer requests with products or services via inbound, outbound calls, or the Internet. The representative will speak with customers courteously and professionally, inquire about their needs, clarify requirements, and provide necessary education. The position also involves qualifying new customers, researching complex issues in multiple databases, notifying clients of test results, and reviewing test forms for accuracy. Additionally, the role includes participating in activities to improve customer satisfaction, performing administrative support for medical record management, CRM data maintenance, and ensuring HIPAA compliance.

Requirements

High School Diploma or equivalent
3 months or more of customer service experience
Proficient with Microsoft Office programs
Possess a high level of professionalism and a strong customer service orientation
Ability to work independently and within a team environment
High level of attention to detail with the ability to prioritize and multitask
Ability to work in a fast paced production environment and meet established turn-around times
Strong communication skills; both written and verbal
Ability to handle the physical requirements of the position

Nice To Haves

Associate's degree
3 months or more of contact center or call center environment
3 months or more of healthcare industry experience, such as a physician's office or a hospital
Experience with Salesforce.com and/or Laboratory Information Systems
Flexibility to work overtime or other shifts depending on business needs

Responsibilities

Act as a liaison between Labcorp, the customer base and patients
Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
Speak with customers in a courteous, friendly, and professional manner using protocol procedures
Inquire, clarify, and confirm customer requirements and understanding of the solution
Provide additional customer education and information as needed
Qualify and establish inbound new customers requesting Labcorp's products and services
Work in 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 any discrepancies
Participate in activities designed to improve customer satisfaction and business performance
Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance