Customer Service Support Representative

Labcorp•Albany, NY

1d•$18 - $22•Onsite

About The Position

Labcorp is seeking an on-site Customer Service Representative to join its team in Albany, New York. The role acts as a liaison among Labcorp, its customers, and patients, handling routine service requests and supporting the accurate and timely delivery of customer information. The representative communicates through inbound and outbound calls and the Internet, researches questions across multiple databases, and provides customer education as needed. The position also supports customer onboarding, test-result notifications, test-form review, and administrative record management. The representative contributes to customer satisfaction and business performance while maintaining internal records and CRM data in support of HIPAA compliance. The work schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m., onsite.

Requirements

High school diploma or equivalent.
At least 3 months of customer service experience.
Bilingual in English and 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 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 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.
Perform administrative support for medical-record management, CRM data maintenance, and internal records to assure HIPAA compliance.