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