Customer Service Support Representative - Outbound Lab Support

Summary: LabCorp is seeking a remote Customer Service Representative to join their team. The role involves acting as a liaison between LabCorp, customers, and patients, resolving inquiries, and ensuring a high level of customer satisfaction while maintaining accurate records and compliance with HIPAA. 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 - Microbiology experience - 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, Microbiology, Medical background, Contact center experience, Healthcare industry experience, Microsoft Office, Verint, Salesforce, Laboratory Information System (LIS), HIPAA compliance, Technical troubleshooting, Computer navigation, Typing proficiency, Customer service focus, Responsiveness Benefits: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement, Employee Stock Purchase Plan