Customer Service Support Representative – Outbound Lab Support

Role Overview

• 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
• Multi-task effectively
• 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
• Participate in activities designed to improve customer satisfaction and business performance.

Requirements

• High school diploma or GED equivalent
• 1 or more years’ experience in a customer service role
• Preferred Associate degree
• Microbiology experience
• 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
• Reliable internet with compatible provider (minimum 50 Mbps download speed)
• 1+ years’ experience with software (e.g., Microsoft Office, Verint, Salesforce, 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
• Courteous with a strong customer service focus
• 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
• Takes ownership to ensure issue resolution
• Team-oriented with ability to collaborate effectively
• Flexible and responsive to changing priorities and workloads
• Maintains professionalism in all customer interactions.

Benefits

• Medical, Dental, Vision, Life, STD/LTD
• 401(k)
• Paid Time Off (PTO)
• Flexible Time Off (FTO)
• Tuition Reimbursement
• Employee Stock Purchase Plan