Client Care Specialist - Lab Support & Quick Resolution

HNL Lab Medicine; Allentown (Lehigh County); On-site; USD 34,000 - 43,000; Full time

Job summary

HNL Lab Medicine is seeking a Customer Care Representative to provide clear, friendly communication about laboratory inquiries and achieve one call resolution. This onsite role focuses on delivering a personalized experience so clients choose HNL Lab Medicine as their lab of choice.

The position requires strong multitasking, accurate data handling, and knowledge of LIS systems; familiarity with CoPath and patient confidentiality is essential, with opportunities for cross-training and growth.

Qualifications

• High school diploma or GED; call center/clinical experience preferred.
• Must read, write and speak English.
• Positive attitude with patience, tact and enthusiasm in interactions with ill, disabled, elderly, and upset clients.
• Basic math and data processing skills.
• Knowledge of Microsoft Office, email, and customer care software.

Responsibilities

• Provide clear, friendly, and professional communication to clients.
• Multitask across two desktops while handling inquiries via phone, email, fax, and other channels.
• Make outgoing calls to notify clients of results within turnaround time.
• Answer inquiries about specimen requirements, test results, dispatch requests, IT help, and schedules.
• Maintain SOPs and patient confidentiality; adhere to data privacy.
• Process data, verify demographics, print reports, and handle requisitions.
• Document communications accurately in the designated platform; use LIS tools (CoPath).
• Cross-train in Customer Care and assist with training and shift handoffs.

Skills

Clear communication

Multitasking

Customer service

Data entry

Discretion

Education

High school diploma or GED

Tools

Microsoft Office

Email software

CRM software

Laboratory software

Job description

HNL Lab Medicine is seeking a Customer Care Representative to provide clear, friendly communication about laboratory inquiries and achieve one call resolution. This onsite role focuses on delivering a personalized experience so clients choose HNL Lab Medicine as their lab of choice.

The position requires strong multitasking, accurate data handling, and knowledge of LIS systems; familiarity with CoPath and patient confidentiality is essential, with opportunities for cross-training and growth.