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Remote Patient‑Focused Customer Service Support Representative – Full‑Day Shift (11 am‑8 pm EST) – Work‑From‑Home Opportunity with Labcorp
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Why Labcorp? – A Mission‑Driven Healthcare Leader
Labcorp is more than a global life‑science company; it is a catalyst for health‑care innovation that touches the lives of millions of patients every day. As the premier provider of diagnostic testing, data‑driven insights, and advanced clinical services, Labcorp is on a relentless quest to accelerate life‑changing breakthroughs and improve the delivery of care worldwide. Our employees are the heartbeat of that mission, and we foster an environment where curiosity, compassion, and collaboration come together to solve some of the most pressing health challenges of our time.
Position Overview – Your Role in the Patient Experience
The Remote Patient‑Focused Customer Service Support Representative is the frontline ambassador for Labcorp’s Patient Customer Service department, a critical component of our Revenue Cycle Management Division. In this role, you will engage directly with patients, physicians’ offices, and insurance carriers to resolve billing inquiries, set up payment solutions, and ensure a seamless, empathetic experience that reinforces Labcorp’s reputation for excellence and trust.
Key Responsibilities – What Your Day Will Look Like
- High‑Volume Call Management: Answer an average of 80+ inbound calls per day from patients, healthcare providers, and insurance representatives, delivering professional and courteous assistance.
- Payment Plan Creation: Evaluate patient account balances and collaboratively develop tailored payment plans that align with each patient’s financial situation.
- Multi‑Channel Issue Resolution: Leverage multiple internal systems, databases, and knowledge bases in real time to resolve complex billing questions while maintaining call efficiency.
- Performance Goal Achievement: Meet or exceed established metrics for call handling time, first‑call resolution, customer satisfaction, and adherence to schedule.
- Continuous Learning: Successfully complete Labcorp’s structured training program, absorb evolving policies, and apply new knowledge to improve service delivery.
- Documentation & Compliance: Accurately document all interactions in the customer relationship management (CRM) system, ensuring compliance with privacy regulations (HIPAA) and internal standards.
- Team Collaboration: Share insights and best practices with peers and supervisors, contributing to a culture of continuous improvement and knowledge sharing.
Essential Qualifications – The Foundations for Success
- Education: High school diploma or equivalent; additional post‑secondary coursework or certifications in health‑care administration, customer service, or related fields is advantageous.
- Remote Work Readiness: Dedicated home office environment, reliable high‑speed internet (minimum 50 Mbps download), and the ability to connect equipment via Ethernet cable (no Wi‑Fi, satellite, or mobile hotspots).
- Professional Experience: Prior experience in a medical call center, insurance billing support, or any high‑volume customer service setting is preferred.
- Technical Proficiency: Comfortable navigating multiple computer screens, CRM platforms, and electronic health record (EHR) systems; strong alphanumeric data‑entry skills.
- Core Soft Skills: Exceptional verbal communication, active listening, empathy, and problem‑solving abilities; attention to detail and organizational excellence.
- Self‑Management: Proven ability to manage time, prioritize tasks, and maintain productivity autonomously in a fast‑paced environment.
Preferred Qualifications – What Sets Top Performers Apart
- Certification such as Certified Customer Service Professional (CCSP) or Certified Healthcare Revenue Cycle Professional (CHRC).
- Experience with Labcorp’s proprietary systems or similar laboratory information management software.
- Demonstrated track record of exceeding service level agreements (SLAs) and achieving high customer satisfaction scores.
- Fluency in a second language (e.g., Spanish) to serve a diverse patient population.
- Familiarity with regulatory requirements governing patient data privacy and billing practices.
Core Skills & Competencies – The DNA of an Exceptional Rep
- Empathy‑Driven Communication: Ability to convey compassion while navigating sensitive financial discussions.
- Analytical Thinking: Quickly assess billing details, identify discrepancies, and propose logical resoluti
