Customer Service Specialist- Laboratory

Palomar Health; Escondido (CA); On-site; USD 32,000 - 44,000; Full time

Job summary

Palomar Health in Escondido, CA is hiring for a Laboratory Customer Service role. You will handle inquiries by phone, fax, or email about patient results and services, and report lab results to providers following hospital procedures.

The position requires a High School Diploma or equivalent, 6 months to 1 year in a medical/lab setting, and a Spanish language requirement. Equal opportunity employer; valid driver’s license preferred.

Qualifications

• Minimum Education: High School Diploma or equivalent.
• Preferred: vocational training and/or lab/customer service experience.
• Minimum Experience: 6 months to 1 year in medical or lab setting.
• Bilingual - Spanish required.
• Valid driver's license.

Responsibilities

• Handle inquiries by phone, fax, or email about patient results, tests, and services.
• Report laboratory results to providers and clients per procedures.
• Document reporting or call history according to lab policies.
• Contact clients to resolve routine testing matters.
• Escalate issues using established processes.
• Dispatch couriers for STAT or routine requests.
• Assist in registration, ordering, and coding in the LIS.
• Process supply or requisition requests from clients and offices.
• Demonstrate strong customer service and communication skills.
• Work in English; read/write to perform essential functions.

Skills

Customer service

Phone & email support

Interpersonal skills

MS Windows

Excel

Access

Word

PowerPoint

Keyboarding

Education

High School Diploma

Vocational lab training

Customer service experience

Tools

Sentac

LIS systems

MS Windows

MS Office

Job description

Department: Laboratory-Clinical Union: CHEU Shift: 8-hour Shift - Day (United States of America) Hours Per Pay Period: 80 Salary Range: $23.00 - $31.58

Posting Date: 10/06/2026 Internal Closing Date: 10/12/2026 * Internal candidates must apply by midnight on the Closing Date in order to have bidding rights.

Job Description:

• Responsible for handling all customer inquiries received by telephone, fax, or email regarding reporting patient results, test and service inquiries, concerns of service failures and other duties needed to provide excellent customer service.
• Report laboratory results via fax or phone, including critical, to providers and clients in compliance with laboratory and hospital procedures.
• Document reporting or call history in compliance with hospital and laboratory procedures.
• Contact the client to resolve routine matters related to patient testing and result reporting.
• Provide research and resolution on complex issues.
• Escalate issues as appropriate using established process and protocol.
• Dispatch couriers via phone or text for any STAT or routine request outside the regular courier routes.
• Able to access and use Sentac for any courier requests.
• Assist in registration of patient demographics, test ordering, and coding of diagnosis codes using the laboratory information system.
• Fill any supply or requisition requests from clients and medical offices.
• Demonstrate strong customer service and interpersonal communication skills.
• Speak and read English at a level that is sufficient to satisfactorily perform the essential functions of the position.
• Demonstrate ability to handle multiple tasks and handle a fast paced environment.
• Demonstrate ability in handling complex issues and strong problem solving and critical thinking skills.
• Knowledge of clinical laboratory testing environment and terminologies.
• Knowledge of standard office equipment (i.e., calculator, fax, photocopier) and personal computer and computer software skills (i.e., MS Windows, Excel, Access, Word, PowerPoint, internet, e-mail).
• Windows computer skills including proficient use of keyboarding, use of mouse or keys for functions such as selecting items, use of drop down menus, scroll bars, opening folders, copying and similar operations required upon employment or within the 1st two weeks of employment to perform the essential functions of the job.
• Performs other duties as assigned.
• Follows Palomar Health rules, policies, procedures, applicable laws and standards.
• Carries out the mission, vision, and quality commitment of Palomar Health.

Job Requirements

• Minimum Education: High School Diploma and/or combination of education and experience
• Preferred Education: Related vocational training and/or lab and customer service experience
• Minimum Experience: 6 month - 1 year in a medical or laboratory setting
• Preferred Experience: 1year or more of customer service, registration (special/client), test ordering, and coding of diagnosis codes experience in a hospital laboratory or medical setting environment
• Bilingual - Spanish Required
• Required Certification: Not Applicable
• Preferred Certification: Not Applicable
• Required License: Valid Driver's License
• Preferred License: Not Applicable

We are an equal opportunity employer and do not discriminate against applicants or employees based on race, color, gender, religion, creed, national origin, ancestry, age, disability, sexual orientation, marital status or any other characteristic protected by law.

Palomar Health invites you to be part of our healthcare team, where we offer extraordinary opportunities for both clinical and non-clinical positions. As a leading healthcare system, we are committed to providing world-class care to our community. When you join our team, you'll have access to our exceptional training programs designed to help you excel in your role and grow your career.