Women's Health & Genetics Customer Service Support Representative II– Remote

Labcorp is a global leader in laboratory services, diagnostic testing, and drug development solutions that help improve health and improve lives. The Women's Health and Genetics team is seeking a Customer Service Support Representative II to provide frontline assistance to patients, provider offices, and insurance carriers. The role handles high-volume inbound and outbound calls, resolves patient account and billing inquiries, initiates payment plans, and uses multiple systems to research and resolve issues while meeting performance and compliance standards.

Responsibilities:

• Answer high volume of inbound calls from patients, doctor's office and/or private insurance carriers
• Make outbound calls as requested to resolve open Patient AR and to resolve customer inquiries
• 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:

• Associates degree with 1 or more years of relevant experience, or high school diploma or equivalent with 3 or more years relevant experience
• Strong verbal and written communication skills
• Work and learn in a fast-paced environment
• Attention to detail and focused
• Explain complex WH, genetics and oncology testing coverage, costs, and financial responsibility to patients, providers, and payers with clarity and empathy
• 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
• 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 Experience in genetics, women's health, and oncology specialty testing billing, including supporting patients through clinically complex and financially sensitive testing processes
• 1 year or more Experience supporting payer and laboratory billing processes for genetic and molecular testing reimbursement
• 1 year or more Medicare and Medicaid payers
• Establish protocols and procedures; cross-functional collaboration
• Bilingual English/Spanish capability