Role Description
LabCorp is seeking a remote Client Service Representative to join our team!
Schedule: Monday - Friday, 6am - 3pm Pacific
• Act as a liaison between Invitae|LabCorp, the customer base, and patients.
• Be well-versed in all Invitae products, processes, and policies to effectively solve client inquiries and complaints over the phone or via email.
• Speak with customers in a courteous, friendly, and professional manner using protocol procedures.
• Inquire, clarify, and confirm customer requirements and understanding of the solution.
• Provide additional customer education and information as needed.
• Qualify and establish inbound new customers requesting Invitae|LabCorp's products and services.
• Work in multiple databases to research complex issues and questions.
• Respond to client inquiries within 24 hours.
• Assist in resolving order submission errors with clients.
• Participate in peer training, documentation of client feedback, and relaying of feedback to drive improvement of customer satisfaction and business performance.
• Engage in continuous development through customer service training, individualized coaching, constructive feedback, and performance improvement initiatives.
• Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance.
• Manage daily workflows by prioritizing tasks and ensuring timely completion within queue-based systems.
Qualifications
• 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.
Requirements
• 1 year of experience or more working in a healthcare, laboratory, or diagnostics environment.
• 1 year of experience or more handling healthcare-related calls, preferably supporting patients or medical providers.
• Familiarity with medical terminology or laboratory test ordering systems.
• Bilingual skills (Spanish/English).
• Proficiency with Salesforce.com or similar CRM platforms.
• Proficiency with remote collaboration tools (e.g., Teams, Slack).
• Proficiency with Microsoft Office.
• Excellent verbal communication skills, with the ability to explain information clearly and sensitively.
• General understanding of medical laboratory workflows, terminology, or test processes.
• Strong attention to detail and ability to navigate multiple systems simultaneously.
• High level of professionalism, reliability, and self-motivation.
• Excellent organizational and multi-tasking capabilities to effectively handle heavy inbound email and call volume.
• Enjoys problem-solving in a dynamic and rapidly changing environment.
• Strong flexibility and the ability to manage and adapt to changing priorities quickly.
• Skilled in computing fundamentals, basic technology troubleshooting, and ticket management.
• Dedicated to exceeding client expectations through a customer-first approach.
Benefits
• Comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement, and Employee Stock Purchase Plan for employees regularly scheduled to work 20 or more hours per week.
• Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan.
• Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.