Lab Customer Service Rep II

Corewell Health; Royal Oak (MI); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

On-demand pay

Discounts directory

Identity theft protection

Traditional and Roth retirement

Drug-free workplace

Job summary

Corewell Health in Royal Oak, MI seeks a Lab Customer Service Rep II to handle high‑volume calls, triage inquiries, and document interactions across multiple systems. The role supports internal and external laboratory customers in a fast‑paced environment.

You will resolve complex lab issues, train new staff, and communicate lab requirements and policies to customers while ensuring timely reporting of critical and routine test results. Full‑time day shift, 40 hours weekly.

Qualifications

• High School Diploma or equivalent.
• 1 year of relevant experience required.
• Microsoft Windows experience, type 30 wpm.

Responsibilities

• Answer incoming calls and document customer information.
• Direct customer needs to lab departments for resolution.
• Register patients and manage visits via OneContact and corporate processes.
• Provide test results status and communicate with customers.

Skills

Communication skills

Multitasking

Customer service

Education

High School Diploma

Tools

OneContact

Call tracking system

Laboratory LIS system

Job description

Job Summary

The Lab Customer Service Rep II will provide high quality service to internal and external laboratory customers in a high-stress environment. The CSR II is responsible for answering and triaging calls, gathering information, and documenting into a call tracking system utilizing numerous computer systems simultaneously to investigate and resolve complex laboratory issues between internal and external customers; facilitating unusual test requests; ensuring thorough follow-up and communication between all appropriate laboratory entities and customers; providing training and support to new employees, communicating laboratory requirements and policies to external customers along with reporting critical, stat and routine test results; communicating customer changes, requests, and variances to internal customers. Perform laboratory registration process per corporate registration guidelines.

The Lab Customer Service Rep II will provide high quality service to internal and external laboratory customers in a high-stress environment. The CSR II is responsible for answering and triaging calls, gathering information, and documenting into a call tracking system utilizing numerous computer systems simultaneously to investigate and resolve complex laboratory issues between internal and external customers; facilitating unusual test requests; ensuring thorough follow-up and communication between all appropriate laboratory entities and customers; providing training and support to new employees, communicating laboratory requirements and policies to external customers along with reporting critical, stat and routine test results; communicating customer changes, requests, and variances to internal customers. Perform laboratory registration process per corporate registration guidelines.

Essential Functions

• Answer incoming calls, gathering and documenting appropriate customer information.
• Communicate customer needs to the appropriate lab department or team for resolution and action.
• Obtain and convey appropriate information from/to customers, documenting in call tracking system to resolve laboratory testing issues. and register patients via OneContact by collecting and documenting demographic and financial information. Appropriately activate, convert and discharge visits on one contact. Register appropriately following the Corporate Registration Process.
• Work with sales/marketing team, Courier dept., Phlebotomy dept., and Lab to resolve issues.
• Provide information to customers regarding patient test results and status of test results.
• Call critical and stat laboratory results and document communication in appropriate system.
• Investigation and resolution of laboratory issues, properly documenting in Laboratory LIS system.
• Answer client questions regarding special test requirements/arrangements, scope of services offered, concerns related to test orders and results.
• Relay information and requests to customers in the form of patient reports, requisitions and faxes.

Qualifications

• Required High School Diploma or equivalent
• 1 year of relevant experience Required
• Microsoft/ Windows experience, type 30 wpm. Required

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
• On-demand pay program powered by Payactiv
• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
• Optional identity theft protection, home and auto insurance
• Traditional and Roth retirement options with service contribution and match savings
• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Research Building - 3811 W 13 Mile Rd - Royal Oak

Department Name

Reference Lab Customer Service - Parent Entity East

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

9:30am - 6:00pm

Days Worked

Monday - Friday

Weekend Frequency

Every fourth weekend

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.