Customer Service Support Representative - Onsite

Labcorp • South Bend, IN

4d • Onsite

About The Position

Labcorp is seeking an on-site Customer Service Representative to join its team in South Bend, Indiana. The role serves as a liaison between Labcorp, its customers, and patients, handling routine requests and questions through inbound and outbound calls or the Internet. The representative researches customer issues, provides education and information, notifies clients of test results, and supports medical record and customer relationship management data processes while maintaining HIPAA compliance.

The position is scheduled Monday through Friday, 3:00 p.m. to 11:30 p.m., with rotating weekends. Flexibility to work overtime or other shifts may be needed depending on business needs. Labcorp describes opportunities for growth, continuous learning, and professional challenges.

Requirements

• High school diploma or equivalent.
• At least 3 months of customer service experience.
• Proficiency with Microsoft Office programs.
• High level of professionalism and strong customer service orientation.
• Ability to work independently and within a team environment.
• Strong 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 about products or services through inbound calls, 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.

Benefits

• Eligible employees regularly scheduled to work 20 or more hours per week may receive medical, dental, vision, life, short- and long-term disability insurance, 401(k), paid time off (PTO) or flexible time off (FTO), tuition reimbursement, and an employee stock purchase plan.
• Employees regularly scheduled to work fewer than 20 hours, and casual, intern, and temporary employees, are eligible to participate in the 401(k) Plan.
• Employees regularly scheduled to work a 7-on/7-off schedule receive the listed benefits except PTO or FTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED