Customer Care Representative I

Title: Customer Care Representative I

Location: Lenexa, KS

Duration: 3 months + ,temp to hire

Schedule: Monday - Friday 7:00 am – 3:30 pm

Job Summary:

The Customer Experience Representative demonstrates skill and passion to deliver an exceptional and consistent customer experience of routine complexity. This role communicates with customers across multiple channels including voice, mail, email, chat, and AI-related inquiries.

Key Duties and Responsibilities:

• Support assigned client group(s) with routine health-related customer service tasks.
• Make routine outbound health-related customer calls, following established scripts and procedures.
• Maintain strict confidentiality of all customer/patient health, personal, and other information.
• Provide professional, respectful, and empathetic service when delivering sensitive health information.
• Respond effectively to customer inquiries via telephone, fax, email, and chat regarding: Patient results, Test/services information and Service failures or concerns.
• Support all assigned client groups based on business needs.

Qualifications:

Required Work Experience:

• Minimum of 1 year in customer service excellence.

Preferred Work Experience:

• Healthcare or laboratory experience.
• Experience achieving productivity, accuracy, and quality standards in customer service.

Knowledge and Skills:

• Digital literacy: Proficiency in Outlook, Excel, phone systems, chat, automation tools, and AI interfaces.
• Ability to work in a continuously improving, innovative, and digital environment.
• Strong organizational and multitasking skills.
• Clear communication skills and professionalism across all contact channels.

Physical & Mental Requirements:

• Ability to lift up to 50 lbs.
• Ability to sit for extended periods.
• Ability to walk up and down stairs.
• Visual accuracy and keyboard proficiency.
• Comfortable making and receiving calls.
• High focus on customer service quality and accuracy.