Lab Services Customer Support Specialist

Doctor's Data; St. Charles (IL); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Life, Medical, Dental, Vision Benefits

401 (K) including employer match

Paid PTO

Job summary

Doctor's Data, Inc. seeks a Customer Service Representative to provide professional, dependable, client-focused support primarily through incoming telephone calls. You will help clients with questions about orders, accounts, laboratory services, specimen collection, and general service needs.

Responsibilities emphasize accurate data entry, documentation, confidentiality, and collaboration with internal teams to ensure a positive client experience in a fast-paced lab environment.

Qualifications

• High school diploma or equivalent required.
• Previous customer service, call center, laboratory, healthcare, medical office, or related experience preferred.
• Effective verbal and written communication skills.
• Strong active listening and interpersonal skills.
• Ability to communicate clearly, professionally, and respectfully with clients and coworkers.
• Strong attention to detail and ability to accurately enter, review, and document information.
• Ability to manage incoming calls, identify client needs, and appropriately prioritize responsibilities.
• Ability to remain calm, professional, and solution-oriented when assisting frustrated or challenging clients.
• Proficiency with computer systems and the ability to learn and effectively use new software and technology.
• Demonstrated dependability, accountability, and follow-through.
• Ability to work effectively both independently and as part of a team.

Responsibilities

• Answer and manage incoming client telephone calls in a timely, professional, and courteous manner.
• Listen attentively to clients, identify their needs, and provide accurate information and appropriate assistance using approved company resources.
• Assist clients with questions regarding laboratory services, specimen collection requirements, new and existing orders, account information, and other general service-related matters.
• Provide courteous, professional, and empathetic service during all client interactions.
• Address client questions and concerns within established guidelines and appropriately elevate matters requiring additional assistance, authorization, or expertise.
• Accurately enter, review, and update client, patient, order, and service-related information in company systems.
• Document client interactions, actions taken, and necessary follow-up accurately and completely.
• Follow established customer service, confidentiality, call-handling, documentation, and operational procedures.
• Collaborate with internal departments and team members to address client needs and facilitate resolution of issues.
• Maintain the confidentiality and security of patient, client, and company information in accordance with company policies and applicable requirements.
• Meet established department expectations for call quality, productivity, accuracy, documentation, and client service.
• Complete assigned offline work, administrative responsibilities, and individual or departmental projects accurately and within established timeframes.
• Maintain focus, professionalism, and productivity while managing a consistent volume of incoming calls and related responsibilities.
• Perform other client service and administrative duties as assigned.

Skills

Active listening

Communication skills

Attention to detail

Customer service

Teamwork

Education

High school diploma or equivalent

Job description

Doctor's Data, Inc. seeks a Customer Service Representative to provide professional, dependable, client-focused support primarily through incoming telephone calls. You will help clients with questions about orders, accounts, laboratory services, specimen collection, and general service needs.

Responsibilities emphasize accurate data entry, documentation, confidentiality, and collaboration with internal teams to ensure a positive client experience in a fast-paced lab environment.