Laboratory Customer Service Representative
About The Position
Optum NY is seeking a Laboratory Customer Service Representative to join their team in Lake Success, NY. Optum is a clinician-led care organization focused on improving healthcare. As a member of the Optum Care Delivery team, you will contribute to making healthcare better for everyone. Optum provides clinical resources, data, and support from a global organization to help patients live healthier lives. The company emphasizes an exceptional career experience, empowering employees to live their best lives at work and at home. The role offers the fulfillment of advancing community health and the excitement of contributing new practice ideas to improve care for millions. The company culture encourages Caring, Connecting, and Growing together. The Laboratory Customer Service Representative is a crucial point of contact for clients, healthcare providers, and internal teams. This role involves managing a high volume of incoming calls, coordinating specimen logistics and processing, resolving customer issues, and ensuring accurate documentation. The position requires delivering exceptional customer service in a fast-paced laboratory environment.
Requirements
- High School Diploma / GED OR equivalent experience
- Must be 18 years of age OR older
- 1+ years of customer service experience with using phones and computers as primary job tools
- Experience with Windows computer applications, which includes the ability to learn new and complex computer system applications
- Ability to work onsite at 2800 Marcus Ave, Ste 103, Lake Success, NY 11042
- Ability to work any of our full time (37.5 hours / week), shift schedules during our normal business hours of 9:00 am - 5:00 pm EST / Eastern Standard Time from Monday - Friday, including the flexibility to work occasional overtime or weekends given the business need
Nice To Haves
- 1+ years of laboratory-related experience
- Knowledge of medical laboratory operations and specimen processing
- Strong verbal communication and interpersonal skills
- Ability to multi-task, prioritize workload, and manage time efficiently
- Demonstrated problem-solving skills with the ability to think quickly and act decisively
- Ability to follow precise directions while maintaining speed, accuracy, and efficiency
- Strong attention to detail and organizational skills
- Proficiency in using multiple systems and applications simultaneously
Responsibilities
- Accurately and efficiently manage a high volume of incoming calls from reference labs and healthcare providers
- Provide accurate, valid, and complete information regarding laboratory services, test requirements, specimen status, and results
- Coordinate logistics for specimen pickups, including scheduling, routing, and resolving transportation issues
- Perform or support specimen processing activities, ensuring compliance with laboratory protocols and quality standards
- Troubleshoot and resolve issues related to specimen handling, labeling, processing, and transport
- Handle customer complaints professionally, offering appropriate solutions and alternatives within established timelines
- Document all customer interactions clearly and accurately in applicable systems; ensure proper follow-up when required
- Maintain strict adherence to laboratory policies, procedures, and regulatory requirements
- Demonstrate the ability to multi-task across multiple systems and responsibilities in a fast-paced environment
- Collaborate with laboratory staff, couriers, and other departments to ensure seamless operations
Benefits
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
- 12 weeks of on-the-job training
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
