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: Handle incoming client inquiries, evaluation of protocol and take appropriate course of action.
Adhere to all SOP protocols as defined and applicable.
Interface with clients as necessary in a professional and courteous manner; while resolving issues in a timely manner.
Preparing, sending and retrieving collector certification statements.
Maintain confidentiality of reports, correspondence, etc.
Leverage cross-functional relationship to provide feedback to other testing departments on process improvements, efficiencies and policy adherence.
Actively participate in department meetings by providing constructive feedback.
Retrieving, faxing, organizing and storing documentation, as needed.
Work with department supervisor to achieve production objectives.
Able to lift up to 50 lbs