Customer Service Support Representative - Lab (Remote)

Labcorp is a global leader in laboratory services and diagnostic testing solutions that helps healthcare providers, patients, researchers, pharmaceutical companies, and health systems make informed decisions. The Customer Service Support Representative acts as a liaison among Labcorp, customers, and patients, resolving inquiries, providing test and technical information, maintaining CRM records, and supporting a high-quality customer experience in a remote contact center environment.

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
• 2 or more years' experience in a customer service role
• 1 or more years' experience working in a contact center/call center environment
• 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 the healthcare industry, such as a physician's office or a hospital