Lab Customer Care Specialist (Onsite Evenings)

HNL Lab Medicine; Allentown (Lehigh County); On-site; USD 32,000 - 52,000; Full time

Job summary

HNL Lab Medicine in Allentown, PA seeks a Customer Care Representative to provide clear and compassionate interface with clients, handling lab inquiries and prioritizing one-call resolutions. The role requires multitasking across phone, email and other channels while maintaining patient confidentiality and accurate data entry.

You will work Monday–Friday 1430-2300 with Sunday rotations, participate in training, support LIS systems such as CoPath, and contribute to a seamless patient experience

Qualifications

• High school diploma or GED required.
• Call center and/or clinical experience preferred.
• Must read, write, and speak English; knowledge of medical terminology is a plus.

Responsibilities

• Provide clear, friendly communication with clients via phone, email, fax, and other channels.
• Aim for one-call resolution and a seamless customer experience.
• Notify clients of STAT/critical results within expected turnaround time.
• Respond to inquiries about specimen requirements, test results, dispatch, and scheduling.
• Maintain SOP knowledge and patient confidentiality; process data accurately.
• Handle 6–8 calls per hour on average and document communications in the designated system.
• Cross-train across Customer Care functions and support shift handoffs.

Skills

Customer service

Call center experience

English proficiency

Education

High school diploma or GED

Tools

LIS systems

CoPath

Laboratory software

Job description

HNL Lab Medicine in Allentown, PA seeks a Customer Care Representative to provide clear and compassionate interface with clients, handling lab inquiries and prioritizing one-call resolutions. The role requires multitasking across phone, email and other channels while maintaining patient confidentiality and accurate data entry.

You will work Monday–Friday 1430-2300 with Sunday rotations, participate in training, support LIS systems such as CoPath, and contribute to a seamless patient experience