Patient Services Support Representative

Laboratory Sciences of Arizona; United States; On-site; USD 36,000 - 52,000; Full time

Job summary

Laboratory Sciences of Arizona is seeking a Call Center specialist to assist patients with portal support, including login and password resets, while maintaining HIPAA privacy and high customer service standards. You will handle a high volume of inbound and outbound calls, emails, and voicemails, ensuring accurate information and smooth navigation through the portal.

The role requires strong communication, organization, and multitasking abilities, with experience using TimeTrade, Quanum, and

Qualifications

• Minimum one year of customer service experience by phone.
• Excellent organizational, interpersonal and communication skills.
• Ability to multitask and work independently.
• Accurate keyboarding and ability to work with multiple programs/screens.
• Proficient with common office software including Microsoft Office.

Responsibilities

• Communicate professionally with customers regarding Patient Portal issues and scheduling.
• Enter and verify patient demographics, tests requested, and physician data for processing and billing.
• Complete documents legibly and maintain quality per site protocol.
• Provide administrative support to Patient Services Administration and escalate issues as needed.
• Participate in self-directed teams to support department metrics and privacy requirements.

Skills

Phone-based CS

Organizational skills

Communication skills

Multitasking

MS Office proficiency

Education

High School Diploma or equivalent

Tools

TimeTrade

i-Ology

Quanum

Virtual File Cabinet

Freedom Imaging System

Job description

Location and Details

Primary City/State: Phoenix, Arizona. Department Name: Call Center SQL-Ref Lab. Work Shift: Day. Job Category: Phlebotomy.

Position Summary

This position is responsible for assisting patients with troubleshooting/navigation portal support, i.e. login, password reset, creating account. This position requires an organized, self-motivated, process driven professional who is an effective communicator with expertise in delivering exceptional patient customer service. This position is able to proficiently handle responding to voice mails, emails and high volume of inbound/outbound patient/client calls regarding sensitive HIPAA information. Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards.

Core Functions

• Communicates courteously and professionally both verbally and in writing with internal and external customers regarding Patient Portal issues, available laboratory testing & missing patient information. Interacts with co‑workers with an emphasis on teamwork and a focus on customer service. All employees must be able to work all areas/departments/shifts as assigned. Attends meetings and remains current with internal/external communications, i.e. e‑mail, newsletters, etc. Increased knowledge of laboratory terminology.
• Enters patient information to schedule appointments using TimeTrade and i-Ology software. Gathers information and modifies records as needed to maintain current database. Enters and verifies patient demographics, physician data, tests requested, appropriate clinical information and all other pertinent data found on requisitions as required for processing and billing into Quanum. Break and index all incoming faxed orders using the Virtual File Cabinet in the Freedom Imaging System.
• Completes documents legibly while focusing on quality by assuring all work performed is accurate and complete per site protocol. Follows established methods, practices and maintains familiarity with departmental procedures. Uses appropriate documentation to record communications. Meets departmental standards for productivity and quality as currently defined.
• Uses company resources to resolve service related issues such as login issues, tests‑in‑question, provide support for all Appointment Scheduling Applications and PSC location information. When necessary escalates issues to a higher authority. Provides administrative support to Patient Services Administration.
• Participates in self‑directed work teams to present thoughts and ideas that support the achievement of department metrics and the Company Roadmap. Completes special projects as assigned. Acknowledges and understands the importance of ‘Patient Rights’ and privacy (HIPAA).

Minimum Qualifications

• High School Diploma or equivalent education.
• One (1) year of experience in customer service using a phone system.
• Must possess excellent organizational, interpersonal and communication skills.
• Must be able to function independently and requires the ability to multitask.
• Accurate and efficient keyboarding skills and ability to work with multiple programs with multiple screens.
• Intermediate to advanced knowledge and ability to work effectively with common office software including but not limited to Microsoft Office is required.

Preferred Qualifications

• Customer service in a laboratory/diagnostic/health care industry.
• Additional related education and/or experience.

EEO Statement: EEO/Disabled/Veterans

Our organization supports a drug‑free work environment.

Privacy Policy: Privacy Policy

Company Culture

Make Great Friends and a Difference in Your Communities You’ll feel like you’re in the right place at Sonora Quest Laboratories/Laboratory Sciences of Arizona (SQL/LSA), doing great work on behalf of a healthy community. While many organizations tout “teamwork and camaraderie,” there is no denying that our compassionate, collaborative culture is a cut above the rest. Our team members work together daily to create a work environment where everyone feels supported and empowered to be their best selves and do their best work. Grow your career and see for yourself how gratifying and satisfying being a part of our team can be. You Belong Here. Sonora Quest Laboratories is a proud partner of Banner Health.

We are proud to offer a comprehensive benefit package for all benefit‑eligible positions. Please visit our Benefits Guide for more information.

EEO/Disabled/Veterans Laboratory Sciences of Arizona supports a drug‑free work environment.

Privacy Policy

Technical Notice

As of Sept. 9, 2026, Apple Sign-In will no longer be supported on our career site due to technical issues. If you’ve used Apple “Hide My Email”: Please create a new account using your personal email address or use a Google or LinkedIn account. If you have active application, please contact [e-mail] for assistance merging your profiles so no history is lost. If you’ve used Apple and shared your email: To regain access, select ‘Sign in with email’ and use the ‘Forgot Your Password?’ feature – enter your Apple email and the follow the reset steps to access your account. You can also sign in with Google or LinkedIn using the same email. Your account and application history are fully intact. Need help? Contact the Sonora Quest Laboratories/Laboratory Sciences of Arizona Recruitment team at TA‑LSA‑[e-mail].