Customer Care Representative I

Job Description: Summary
Demonstrates skill and passion to deliver an exceptional and consistent customer experience of a routine
complexity, while utilizing multiple customer communication channels, which may include voice, mail,
email, chat, AI related inquiries, etc.
Duties and Responsibilities
Supports assigned client group(s) performing routine complexity health related customer
excellence activities.
Typically makes routine outbound, health related customer calls following set scripts,
procedures.
Maintains complete customer/patient confidentiality for all health, personal and other
customer information.
Provides professional, respectful, customer excellence. Demonstrates caring and empathy
when delivering sensitive health information.
Effectively respond to all customer inquiries received by various digital methods including
telephone, fax, email chat regarding reporting of patient results, inquiries of tests and
services, concerns of service failures and other duties needed to provide superior service.
Supports all client group(s) based on business needs.
Job Qualifications (Work Experience, Physical & Mental Requirements, Knowledge, Skills)
Required Work Experience:
1-year related customer service excellence experience.
Preferred Work Experience:
Health care and laboratory related experience.
Experience delivering customer service excellence and achieving
productivity/accuracy/quality standards.
Physical and Mental Requirements:
Consistent exceptional customer service, accuracy and quality focus required.
Knowledge:
N/A
Skills:
Prefer good digital skills computer (Outlook & Excel), phone systems, chat, automation, and
AI.
Continuous Improvement: Embrace and thrive in an environment of continuous
improvement, innovation, and leveraging digital
Additional Job Details: Must be able to lift up to 50lbs
Must be able to sit for long period of time
Must be able to walk up and downstairs
Must be able to key efficiently
Must be able to utilize outlook with emailing and responding to emails
Must be able to multi-task
Must be organized
Must be able to make outgoing calls and accept in coming calls