Client Service Representative - HYBRID

Summary: Fortrea is seeking a Client Service Representative to join their team. The role involves acting as a liaison between LabCorp, customers, and patients, ensuring that client needs are addressed accurately and efficiently while providing a world-class customer experience. 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 Required Qualifications: - High school diploma or GED equivalent - 1 or more years' experience in a customer service role - 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 Preferred Qualifications: - Associate degree - 1 or more years' experience with a medical background - 1 or more years' experience working in a contact center/call center environment - 1 or more years' experience working in the healthcare industry, such as a physician's office or a hospital Required Skills: Customer Service, Medical Background, Contact Center Experience, Healthcare Industry Knowledge, Microsoft Office, Verint, Salesforce, Laboratory Information System (LIS), HIPAA Compliance, Technical Troubleshooting, Data Entry, Multitasking, Customer Service Focus Benefits: Medical, Dental, Vision, Life, STD/LTD, 401(k), Accrue up to 18 days of Annual Leave per year (includes 8 holidays), Sick Leave (0.0333) hours of sick leave for each hour of work) capped at 64 hours per year, Tuition Reimbursement, Employee Stock Purchase Plan