Customer Service Support Representative
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Job Description
Remote customer service representative supporting Labcorp’s diagnostic testing operations. Handling patient results, laboratory inquiries, CRM records, and technical issues for healthcare clients.
Responsibilities:
- Act as a liaison between Labcorp, customers, and patients
- Maintain understanding of lab operations across departments
- Resolve routine requests using internal systems and procedures
- Communicate professionally with internal and external customers
- Clarify and confirm customer needs to provide solutions
- Meet productivity, quality, and service standards
- Identify root causes and help prevent recurring issues
- Research and resolve complex inquiries using databases
- Review test forms for accuracy and correct discrepancies per standard operating procedures
- Support initiatives to improve customer satisfaction and performance
- Maintain accurate records and CRM data in compliance with HIPAA
- Troubleshoot basic technical issues to minimize disruptions
- Work with physician offices, hospital laboratories, patients, and internal customers to address client needs
- Provide patient test results and technical information such as specimen requirements and test turnaround times
- Investigate complex problems and provide resolutions
- Participate in activities designed to improve customer satisfaction and business performance
Requirements:
- High school diploma or GED equivalent
- 2 or more years’ experience in a customer service role
- 1 or more years’ experience working in a contact center/call center environment
- Reliable internet with compatible provider (minimum 50 Mbps download speed)
- 1+ years’ experience with software such as Microsoft Office, Verint, Salesforce, or LIS
- HIPAA-compliant, distraction-free workspace
- Strong computer skills, including multitasking across systems and typing proficiency
- Ability to troubleshoot and resolve basic technical issues independently
- Strong verbal/written communication with active listening skills
- Experience with Laboratory Information Systems
- Knowledge of medical terminology used in a clinical setting
- Organized with effective time management in a multitasking environment
- Self-motivated and able to learn/apply new processes and systems
- Strong critical thinking and problem-solving skills
- Team-oriented with ability to collaborate effectively
- Flexible and responsive to changing priorities and workloads
- Due to system compatibility and security protocols, certain ISPs may not support required VPN device or device management tools
Benefits:
- Shift differential where applicable
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability (STD)
- Long-term disability (LTD)
- 401(k)
- Paid Time Off (PTO) or Flexible Time Off (FTO)
- Tuition Reimbursement
- Employee Stock Purchase Plan
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