Key skills
Customer serviceMedical backgroundContact center experienceHealthcare industry knowledgeMicrosoft OfficeVerintSalesforceLaboratory Information System (LIS)HIPAA complianceTechnical troubleshootingMultitaskingTyping proficiencyCustomer service focusResponsivenessCRMCommunicationCritical ThinkingTime Management
About this role
LabCorp is seeking a remote Customer Service Representative to join their team. The role involves acting as a liaison between LabCorp, customers, and patients, while resolving inquiries and ensuring a world-class customer experience.
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
- 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
- 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
- Associate degree
- 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