Customer Service Support Representative (Remote)

LabCorp is seeking a remote Customer Service Representative to join our team. The role involves acting as a liaison between LabCorp and its customers, addressing inquiries, and ensuring a high level of customer satisfaction while maintaining compliance with HIPAA regulations.

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

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
• 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