Job Description
LABORATORY EXPRESS Position: Customer Service Representative Department: Client Services & Support Employment Type: Full-Time Work Arrangement: 100% Remote Compensation: $27.00 - $32.00 per hour POSITION SUMMARY: Laboratory Express is seeking a compassionate and detail-oriented Customer Service Representative to serve as a primary point of contact for our healthcare providers, patients, and clinical partners. This remote position plays a vital role in delivering exceptional customer experiences while supporting our mission to provide accurate and timely laboratory diagnostic services. KEY RESPONSIBILITIES: • Handle inbound calls, emails, and chat inquiries from patients, physicians, and healthcare facilities with professionalism and empathy • Provide information regarding laboratory test services, specimen collection procedures, testing turnaround times, and result availability • Assist clients with test ordering, requisition forms, account setup, and portal access • Schedule patient appointments for specimen collection at Laboratory Express facilities or mobile phlebotomy services • Process and verify insurance information, obtain pre-authorizations, and explain billing procedures to patients • Address and resolve customer complaints, concerns, and service issues promptly and effectively • Coordinate with laboratory staff, phlebotomists, and courier services to ensure timely specimen collection and processing • Update and maintain accurate customer records in the database and CRM system • Provide status updates on pending test results and communicate delays or issues to appropriate parties • Educate customers on specimen collection requirements, fasting instructions, and test preparation guidelines • Process refund requests, billing adjustments, and payment arrangements according to company policies • Document all customer interactions thoroughly with detailed notes in the ticketing system • Meet or exceed performance metrics including call quality, response time, customer satisfaction scores, and resolution rates • Stay informed about new laboratory tests, services, pricing, and company policies through ongoing training REQUIRED QUALIFICATIONS: • High school diploma or equivalent (Associate's degree preferred) • 2+ years of customer service experience, preferably in healthcare, laboratory, or medical office setting • Excellent verbal and written communication skills with a professional phone manner • Strong interpersonal skills with ability to build rapport and demonstrate empathy • Proficiency in computer systems, including CRM software and Microsoft Office Suite • Ability to multitask and navigate multiple computer systems simultaneously • Strong organizational skills and attention to detail • Problem-solving abilities and sound judgment in handling customer concerns • Reliable high-speed internet connection and dedicated home workspace • Ability to maintain confidentiality and comply with HIPAA regulations PREFERRED QUALIFICATIONS: • Experience in medical laboratory, diagnostic services, or healthcare customer service • Familiarity with medical terminology and laboratory testing procedures • Knowledge of health insurance verification and authorization processes • Experience with Laboratory Information Systems (LIS) or Electronic Health Records (EHR) • Bilingual skills (English/Spanish) highly desirable • Previous experience with Salesforce, Zendesk, or similar CRM platforms DD6VHpdzYb Apply tot his job