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 role serves as a liaison between Labcorp, its customers, and patients, handling routine service requests and questions through inbound and outbound calls or the Internet. The representative also supports timely and accurate test-result notifications, reviews test forms, researches issues across multiple databases, and performs administrative work related to medical records, CRM data, and internal records in support of HIPAA compliance. The schedule is Tuesday through Saturday, 8:00 AM to 4:30 PM. The position calls for a professional, customer-oriented approach, careful attention to detail, and the ability to prioritize and multitask in a fast-paced production environment. Overtime or other shifts may be needed depending on business needs.

Requirements

High school diploma or GED.
At least 3 months of customer service experience.
Bilingual in Spanish.
Proficiency 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 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 experience in a contact center or call center environment.
At least 3 months of healthcare industry experience, such as in a physician's office or hospital.
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 concerning products or services through 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 designed to improve customer satisfaction and business performance.
Provide administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance.