Customer Service Support Representative - US Remote

📋 Description

• • Be the trusted voice of LabCorp’s Maternal Serum Screening division, acting as the single point of contact for physicians, hospital laboratories, patients, and internal stakeholders across the United States. You will own every interaction from first ring to final resolution, ensuring each caller feels heard, informed, and confident in the next steps.
• • Handle a high-volume mix of inbound and outbound calls, secure emails, and CRM tickets to resolve routine and moderately complex inquiries—everything from re-calculating risk ratios and clarifying test requisitions to explaining turnaround times and result interpretations.
• • Deliver world-class customer education on prenatal screening panels, specimen requirements, and result reporting protocols, translating intricate laboratory science into clear, empathetic language that patients and office staff can act on immediately.
• • Navigate multiple databases—including Salesforce Health Cloud, LabCorp LIMS, and proprietary CRM tools—to research account history, troubleshoot discrepancies, and update records in real time while maintaining strict HIPAA compliance.
• • Review incoming test requisitions and supporting documentation for completeness and accuracy; proactively flag missing information, demographic mismatches, or clinical inconsistencies to prevent downstream delays.
• • Provide proactive status updates to clients on pending results, schedule follow-up calls, and escalate critical or abnormal findings per established medical protocols, ensuring seamless continuity of care.
• • Champion customer satisfaction by identifying trends in call drivers and suggesting process improvements; participate in root-cause analyses, calibration sessions, and cross-functional huddles to drive measurable gains in first-call resolution and Net Promoter Score.
• • Maintain meticulous administrative control over medical records, consent forms, and audit trails; generate ad-hoc reports for internal quality assurance teams and external regulatory inspections.
• • Collaborate with Laboratory Operations, Genetic Counselors, Billing, and Logistics to coordinate corrective actions, courier pickups, and supply replenishment, ensuring every patient touchpoint is friction-free.
• • Embrace a Monday–Friday, 8:30 am–5:00 pm EST schedule from your fully equipped home office, leveraging secure VPN access, noise-canceling technology, and dual-monitor productivity tools provided by LabCorp IT.
• • Continuously expand your knowledge of prenatal screening advances, CRM enhancements, and customer-experience best practices through ongoing micro-learning modules, tuition reimbursement, and mentorship from seasoned Laboratory Client Services leaders.
• • Contribute to an inclusive, high-energy culture that celebrates diversity, rewards initiative, and recognizes associates who exemplify LabCorp’s mission of improving health and improving lives.