Cust Svc Support Rep-Client - remote

About the Role

Day-to-day, you will manage inbound and outbound calls in a timely manner, averaging 50-60 calls per day. Your ability to follow approved standard operating procedures (SOPs) to update and provide necessary information to resolve denied claims will be crucial. Moreover, evaluating current policies and SOPs to give recommendations for process improvements will demonstrate your critical thinking skills and commitment to excellence.

What You Will Do

• Manage inbound and outbound calls in a timely manner, ensuring that all customer inquiries are addressed
• Follow approved SOPs to update and provide necessary information to resolve denied claims
• Evaluate current policies and SOPs and provide recommendations for process improvements
• Handle sensitive information in a confidential manner, adhering to Labcorp's high standards of privacy and security
• Read and understand explanations of benefits or correspondence to provide accurate and helpful responses to customers
• Document all accounts, ensuring that guidelines and regulations are followed meticulously
• Communicate via telephone with physicians, insurance companies, and patients to resolve issues efficiently
• Utilize tools to verify eligibility, claim status, and obtain better billing information
• Provide product education and handle a wide variety of questions, ensuring a high level of customer satisfaction
• Collaborate with internal teams to ensure seamless customer service and support

What We Are Looking For

• High School Diploma or GED equivalent
• At least 1 year of customer service experience, with a strong preference for experience in high-volume call environments
• Strong phone and verbal communication skills, along with active listening skills
• Ability to meet deadlines and exercise critical thinking skills
• Experience in the healthcare or medical industry is highly desirable
• Familiarity with tools used to verify eligibility, claim status, and billing information
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment and adapt to changing situations

Nice to Have

• More than 1 year of experience in a high-volume call center
• Previous experience in healthcare or medical customer service
• Certification in customer service or a related field
• Experience with digital tools and software used in customer service environments

Benefits and Perks

• Competitive hourly rate
• Comprehensive benefits package, including medical, dental, vision, life, STD/LTD, and 401(k)
• Paid Time Off (PTO) or Flexible Time Off (FTO)
• Tuition Reimbursement and Employee Stock Purchase Plan
• Opportunities for professional growth and development in a leading healthcare company
• The flexibility of working remotely, with the support of a dedicated team
• Recognition and reward for outstanding performance and contributions to the company's mission
• Access to cutting-edge technology and tools to enhance your work experience and productivity

• Tailor your resume and cover letter to highlight your customer service experience, especially in high-volume call environments or the healthcare industry.
• Prepare examples of times when you had to resolve complex customer issues or improve processes in your previous roles.
• Familiarize yourself with Labcorp's mission and values to demonstrate your understanding of the company's goals and how you can contribute to them.
• Practice active listening and critical thinking skills, as these are crucial for success in this role.
• Be ready to ask informed questions during the interview, such as about the team you would be working with, the typical challenges faced by customer service representatives, and opportunities for growth within the company.
• Show enthusiasm and a genuine interest in the healthcare industry and customer service, and be prepared to discuss how your skills and experience align with the position's requirements.