Customer Service Support Representative

Labcorp•Birmingham, AL

1d•Onsite

About The Position

Labcorp is seeking an on-site Customer Service Representative to join its team in Birmingham, Alabama. The representative serves as a liaison between Labcorp, its customers, and patients, resolving routine requests about products and services through inbound and outbound calls or the Internet. The role also involves notifying clients of test results, reviewing test forms, and maintaining medical records, CRM data, and internal records in accordance with HIPAA requirements. The role requires courteous, professional communication, the ability to research issues across multiple databases, and a focus on customer satisfaction and business performance. The work schedule is Sunday through Thursday, 9:00 a.m. to 5:30 p.m. Flexibility to work overtime or other shifts may be needed based on business needs.

Requirements

High school diploma or GED.
At least 3 months of customer service experience.
Possess a high level of professionalism and a 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 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 about products or services via inbound and 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 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.