Customer Service Team Lead

LCH Lab. Corp. of America Holdings; Burlington (NC); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life insurance

STD/LTD

401(k)

PTO or FTO

Tuition Reimbursement

Employee Stock Purchase Plan

Job summary

Labcorp is seeking an onsite Customer Service Team Lead for our Burlington, NC facility. You will coordinate daily workflows, mentor Account Specialists, and resolve complex customer inquiries while maintaining professional, courteous communication.

The role emphasizes leadership in a fast-paced healthcare contact-center environment, with HIPAA-compliant data handling and cross-functional collaboration to improve customer satisfaction.

Qualifications

• 3+ years of customer service experience.
• Associate degree preferred for leadership roles.
• Bilingual in Spanish is a plus.

Responsibilities

• Lead and coordinate daily workflow of Account Specialists.
• Provide guidance and training to staff as needed.
• Handle escalations and serve as liaison between LabCorp, customers, and patients.
• Research and resolve complex customer inquiries across multiple databases.
• Ensure HIPAA compliance in records and CRM data.

Skills

Customer service

Leadership

Communication skills

Bilingual Spanish

Education

High School Diploma or GED

Associate's degree

Tools

Salesforce.com

Laboratory Information Systems

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

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.

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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We believe in the power of science to change lives. Labcorp is a leading global life sciences company that provides vital information to help doctors, hospitals, pharmaceutical companies, researchers, and patients make clear and confident decisions. Through our unparalleled diagnostics and drug development capabilities, we provide insights and accelerate innovations to improve health and improve lives. Here, you can join our nearly 70,000 employees, serving clients in more than 100 countries, as we work together to transform approaches to patient care.