Key skills
Healthcare customer serviceMedical billingInsurance claimsExplanation of benefits (EOB)Patient billingWomen's genetics and oncology knowledgeMolecular testing reimbursementMedicare and Medicaid knowledgeXIFIN softwareAlpha-numeric data entryMulti-system navigationCustomer-focused problem solvingBilingual English and SpanishCommunicationProblem SolvingCollaboration
About this role
Labcorp is a global leader in laboratory services, providing insights to help healthcare providers and patients make informed decisions. They are seeking a Customer Service Support Representative I to handle patient inquiries, resolve billing issues, and provide exceptional customer service in a remote setting.
Responsibilities:
- Handle a high volume of outbound calls and occasional inbound calls regarding account balances, billing inquiries, and payment options
- Review reports and patient accounts to determine appropriate account resolution actions
- Research and resolve billing, insurance, and account-related issues
- Initiate payment plans for patients for outstanding balances
- Routinely utilize multiple resources to resolve patient inquiries while on the phone
- Maintain performance goals
- Ability to become proficient with processes after completing a structured training program
Requirements:
- High School Diploma or GED equivalent
- 1 year or more healthcare related call center customer service experience
- Strong verbal and written communication skills
- Explain complex women's health, genetics and oncology testing coverage, costs, and financial responsibility to patients, providers, and payers with clarity and empathy
- Establish protocols and procedures; cross-functional collaboration
- Work and learn in a fast-paced environment
- Attention to detail and focused
- Team-oriented mindset with the ability to work independently
- Excellent organizational skills
- Proficiency navigating multiple computer screens and applications
- Alpha-Numeric data entry proficiency
- Explain billing or account information clearly and professionally
- Energetic, passionate customer service
- Customer‑focused problem solving and resolution skills
- Adherence to confidentiality, privacy, and regulatory compliance requirements
- 3 months or more XIFIN experience
- 1 year or more call center experience or healthcare-related customer service
- 1 year or more medical billing, insurance claims, and explanation of benefits (EOB)
- 1 year or more patient billing
- 1 year or more women's genetics, health and oncology experience
- 1 year or more molecular testing reimbursement
- 1 year or more Medicare and Medicaid experience
- Bilingual in English and Spanish