[Hiring] Customer Service Support Representative I @Labcorp

Role Description

Labcorp Genetics (formerly Invitae) team has an exciting career opportunity for a Customer Service Support Representative.

Work schedule: Monday-Friday 11pm EST to 8pm EST

Training hours - 9am EST - 6pm EST

Responsibilities

• Answer high volume of inbound calls from patients, doctor's office and/or private insurance carriers.
• Make outbound calls as requested to resolve open Patient AR and to resolve customer inquiries.
• Initiate payment plans for patients for outstanding balances.
• Routinely utilize multiple resources to resolve patient inquiries while on the phone.
• Maintain performance goals.
• Ability to become proficient with processes after completing a structured training program.

Qualifications

• High School Diploma or GED equivalent
• 1 year or more customer service experience

Requirements

• 1 year or more call center experience or healthcare-related customer service
• 1 year or more medical billing, insurance claims, and explanation of benefits (EOB)
• 1 year or more patient billing
• 1 or more women’s health, genetics and oncology specialty testing billing experience
• 1 year or more molecular testing reimbursement experience
• 1 year or more Medicare and Medicaid experience
• Bilingual English/Spanish capability
• Strong verbal and written communication skills
• Explain complex WH, genetics and oncology testing coverage, costs, and financial responsibility to patients, providers, and payers with clarity and empathy
• Establish protocols and procedures; cross-functional collaboration
• Learn in a fast-paced environment
• Attention to detail and focused
• Team-oriented mindset with the ability to work independently
• Excellent organizational skills
• Proficiency navigating multiple computer screens and applications
• Alpha-Numeric data entry proficiency
• Explain billing or account information clearly and professionally
• Energetic, passionate customer service
• Customer‑focused problem solving and resolution skills
• Adherence to confidentiality, privacy, and regulatory compliance requirements

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.