Customer Service Team Lead

Labcorp; Burlington (NC); On-site; USD 52,000 - 64,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

PTO

Tuition Reimbursement

Employee Stock Purchase Plan

Job summary

Labcorp is seeking an onsite Customer Service Team Lead at our Burlington, NC facility. This role oversees daily workflow of Account Specialists and ensures high-quality service to patients and healthcare providers.

You will train staff, handle escalations, and coordinate between Labcorp, customers, and patients while maintaining HIPAA compliance. Strong communication, multitasking, and knowledge of CRM systems are essential.

Qualifications

• High School Diploma or GED required.
• 3+ years of customer service experience.
• Associate's degree preferred.
• 6+ months of leadership experience preferred.
• 6+ months of contact center or call center experience preferred.
• 6+ months of healthcare industry experience preferred.
• Bilingual in Spanish preferred.

Responsibilities

• Coordinate daily workflow of the Account Specialists and act as team lead.
• Provide guidance and training to staff as requested.
• Handle escalations and resolve account inquiries.
• Serve as liaison between Labcorp, customers, and patients.
• Maintain HIPAA compliance through records and CRM data management.
• Support multiple databases to research complex issues.

Skills

Customer service

Leadership

Bilingual Spanish

Education

High School Diploma or GED

Associate's degree

Tools

Salesforce.com

Laboratory Information Systems

Microsoft Office

Job description

Labcorp is a global leader in laboratory services, providing the insights and answers that help healthcare providers, patients, researchers, pharmaceutical companies and health systems make confident decisions and improve outcomes. Through our unparalleled science, data, technology and laboratory network, we advance diagnostics, accelerate innovation and help address some of the world’s most important health challenges. As we shape the future of healthcare, we are leveraging advanced technologies, intelligent digital solutions and data-driven innovation across our operations to enhance how work gets done and deliver greater value to customers and patients. With our global scale and deep expertise, you’ll have the opportunity to do meaningful work, grow your career and make a real impact on people’s health around the world. Together, we’re improving health and improving lives.

LabCorp is seeking an onsite Customer Service Team Lead to join our team at our facility in Burlington, NC.

Work Schedule: Monday - Friday, 8:30am - 5:30pm

Job Responsibilities

• Serve as a team lead by coordinating, monitoring, and supporting the daily workflow of the Account Specialists
• Provide guidance and training to new and current staff as requested by leadership
• Handle any escalations in order to resolve any account inquires or issues
• Act a liaison between LabCorp, the customer base and patients
• Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
• Speak with customers in a courteous, friendly, and professional manner using protocol procedures
• Inquire, clarify, and confirm customer requirements and understanding of the solution
• Provide additional customer education and information as needed
• Qualify and establish inbound new customers requesting LabCorp's products and services
• Work in multiple databases to research complex issues and questions
• Notify clients of test results in a timely and accurate manner
• Review test forms for accuracy and report any discrepancies
• Participate in activities designed to improve customer satisfaction and business performance
• Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance
• Flexibility to occasionally adjust work hours based on business needs

Minimum Qualifications

• High School Diploma or GED
• 3 years or more of customer service experience

Preferred Qualifications

• Associate's degree
• 6 months or more of prior leadership experience
• 6 months or more of contact center or call center environment
• 6 months or more of healthcare industry experience, such as a physician's office or a hospital
• Bilingual in Spanish

Additional Job Standards

• Knowledge of Microsoft Office suite
• Experience with Salesforce.com and/or Laboratory Information Systems
• Strong verbal and written communication skills and excellent ability to listen and respond
• Be courteous with strong customer service orientation
• Excellent multitasking abilities required
• Strong flexibility and the ability to manage and adapt to changing priorities quickly

At Labcorp we have a passion for helping people live happy and healthy lives. Every day we provide vital information that helps our clients and patients understand their health. If you are passionate about helping people and have a drive for service, then Labcorp could be a great next career step! Join us and discover a path filled with opportunities for growth, continuous learning, professional challenges, and the chance to truly make a difference.

Benefits

• Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.
• Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan.
• Employees who are regularly scheduled to work a 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO.
• For more detailed information, pleaseclick here.

Labcorp Is Proud To Be An Equal Opportunity Employer

Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law.

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