Job Description

Key Responsibilities:

• Answer incoming client calls promptly, ensuring minimal calls go to voicemail
• Provide accurate information about products, testing processes, and billing cycles
• Maintain professionalism and strong communication in all customer interactions
• Escalate complex client complaints or requests (e.g., corrected reports) as needed
• Manage shared Outlook inbox, handling incoming emails and faxes efficiently
• Collaborate cross-functionally with Patient Services, Sales, MSLs, and Lab teams
• Assist with administrative tasks: SRP order entry, portal account setups, Salesforce updates, and resulted folder organization
• Support Client Services Associates and Supervisors with day-to-day tasks
• Deliver excellent customer service through proactive follow-up and resolution
• Adhere to HIPAA guidelines and compliance standards (CLIA, CAP)

Experience & Skills:

• Strong communication and problem-solving skills
• Ability to handle high call volumes professionally
• Comfortable navigating systems such as Outlook, Salesforce (SFDC), and other CRM platforms
• Familiarity with HIPAA and healthcare compliance standards is a plus
• Detail-oriented and able to multitask effectively

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