Customer Service Support Representative (Remote)

Labcorp • Aspen, CO

1d • $18 - $23 • Remote

About The Position

If you're looking for a career that offers opportunities for growth, continual development, professional challenge and the chance to make a real difference, apply today! LabCorp is seeking a remote Customer Service Representative to join our team! Schedule: Monday through Friday 930am - 6pm Eastern Standard Time Job Duties/Responsibilities Act as a liaison between LabCorp, the customer base and patients. Hold fundamental understanding of overall lab operations and functionality in each department. Resolve routine customer requests with internal software/procedures and associated resources provided. Communicate with customers, internal/external, in a courteous, friendly, and professional manner while fulfilling protocols and expectations. Inquire, clarify, and confirm customer requirements and understanding of the solution. Ability to identify root causes and work to mitigate issue from reoccurrence, providing additional customer education as needed. Ability to multi-task. Conduct thorough research using various databases to identify and address complex inquiries. Review test forms for accuracy and report or correct any discrepancies following standard operating procedures. Participate in activities designed to improve customer satisfaction and business performance. Maintain accurate medical records and CRM data while ensuring all internal documentation meets HIPAA compliance. Apply standard troubleshooting procedures to resolve basic technological problems and ensure minimal disruption to operations. This position will work with physician offices, hospital laboratories, patients and internal customers to ensure that all client needs are addressed accurately and efficiently. The Customer Service Support Representative will provide patient test results, technical information such as specimen requirements and test turnaround times, or investigate complex problems and provide resolutions, all while ensuring a world-class customer experience. The ideal candidate will be a superb communicator, passionate about customer service and patient care, proficient with computer navigation and typing, and can thrive in a fast-paced environment. Due to system compatibility and security protocols, certain ISPs may not support required VPN device or device management tools.

Requirements

• High school diploma or GED equivalent required
• 1 or more years experience in a customer service role
• 1 or more years’ experience working with Microsoft Office suite products
• Reliable internet connection, with compatible provider
• Must have a minimum download speed of 50 Mbps to support system performance and remote work responsibilities
• HIPAA compliant dedicated distraction-free workspace
• Skilled in navigating multiple systems concurrently with strong computer competency and typing proficiency of 35 WPM or higher
• Ability to independently identify and take basic troubleshooting steps to resolve technical issues.
• Strong verbal and written communication skills with an excellent actively listen and respond effectively
• Must be courteous with strong customer service orientation
• Well organized and good time management skills in a multi-tasking environment
• Self-motivated student; willing and able to learn and apply new processes, programs and information on a regular basis
• Critical thinking skills for analyzing complex information and resolving issues independently
• Ability to take ownership and ensure resolution to completion
• Ability to collaborate effectively within high-performing teams
• Strong capacity for flexibility and responsiveness in managing changing workloads and priorities
• Consistently demonstrates a high level of professionalism in customer interactions, ensuring respectful, courteous, and solution-focused communication

Nice To Haves

• Associate degree or higher
• 1 or more years’ experience with a Medical background
• 1 or more years’ experience working in a contact center/call center environment
• 1 or more years’ experience working in the healthcare industry, such as a physician's office or a hospital
• 1 or more years’ experience with software applications such as, Microsoft Office, Verint, Salesforce.com and/or Laboratory Information Systems

Responsibilities

• Act as a liaison between LabCorp, the customer base and patients.
• Hold fundamental understanding of overall lab operations and functionality in each department.
• Resolve routine customer requests with internal software/procedures and associated resources provided.
• Communicate with customers, internal/external, in a courteous, friendly, and professional manner while fulfilling protocols and expectations.
• Inquire, clarify, and confirm customer requirements and understanding of the solution.
• Ability to identify root causes and work to mitigate issue from reoccurrence, providing additional customer education as needed.
• Ability to multi-task.
• Conduct thorough research using various databases to identify and address complex inquiries.
• Review test forms for accuracy and report or correct any discrepancies following standard operating procedures.
• Participate in activities designed to improve customer satisfaction and business performance.
• Maintain accurate medical records and CRM data while ensuring all internal documentation meets HIPAA compliance.
• Apply standard troubleshooting procedures to resolve basic technological problems and ensure minimal disruption to operations.

Benefits

• Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.
• Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only.
• Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.

What This Job Offers

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