Customer Service Support Representative - Onsite

Customer Service Support Representative - Onsite

This is an onsite position located in Birmingham, AL. Labcorp is seeking a Customer Service Support Representative to join our team in Birmingham, AL. The role will work with physician offices, hospital laboratories, patients and internal customers to ensure that all client needs are addressed accurately and efficiently. The representative will provide product education and handle a wide variety of questions while ensuring a world‑class customer experience.

Work Schedule: Tuesday – Saturday, 10:00 am – 6:30 pm.

Benefits: Employees scheduled to work 20 or more hours per week are eligible for 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. Casual, PRN & Part Time employees scheduled for less than 20 hours are eligible for the 401(k) Plan only. Employees on a 7 on/7 off schedule receive all benefits except PTO or FTO.

Job Responsibilities:

• Act as a liaison between Labcorp, the customer base, and patients.
• Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet.
• 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 Labcorp's products and services.
• Work in multiple databases to research complex issues and questions.
• Notify clients of test results in a timely and accurate manner.
• Review test forms for accuracy and report any discrepancies.
• Participate in activities designed to improve customer satisfaction and business performance.
• Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance.

Requirements:

• High School Diploma or GED equivalent required.
• Associate's degree or higher preferred.
• Previous experience in a customer service role.
• Experience in a contact center/call center environment preferred.
• Prior experience in the healthcare industry (e.g., physician’s office or hospital) highly desirable.
• Knowledge of Microsoft Office suite required.
• Experience with  and/or Laboratory Information Systems preferred.
• Strong verbal and written communication skills and excellent ability to listen and respond.
• Must be courteous with a strong customer service orientation.
• Excellent multitasking abilities required.
• Strong flexibility and ability to manage and adapt to changing priorities quickly.
• Bilingual in English and Spanish highly desirable.

Labcorp is proud to be an equal opportunity employer. Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic.

Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law.

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