Client Services Representative

About the role

A Laboratory Client Services Representative (Lab CSR) acts as a liaison to receive and assist in resolving client concerns. The role requires problem-solving and strong investigative skills to address client issues effectively. The Lab CSR also supports internal laboratory clerical operations. A successful candidate must be client-focused, demonstrate strong communication skills, and show genuine empathy toward Care Center partners and patients.

Responsibilities

• Handle Care Center inquiries by telephone and through tickets created in the portal regarding report status, service failures, and other client concerns to ensure satisfaction.
• Triage concerns based on laboratory protocols.
• Report laboratory results to clients using established protocols, document reporting or call history, and maintain appropriate records.
• Provide information to Care Center clients about collection requirements for laboratory testing.
• Operate information systems for data entry, retrieval, billing, and client interaction to deliver excellent service.
• Create and distribute reports from AthenaNet and VitalDx for Quality Assurance tracking.
• Manage the onboarding process for new Care Centers.
• Contact clients to resolve routine issues related to patient specimens and result reporting.
• Support laboratory administration and pathologists with clerical or administrative tasks as requested.
• Understand, support, and comply with company policies and procedures.
• Perform other duties as assigned, including handling inbound client calls, making outbound calls to gather missing information, and covering the reception desk as needed.

Requirements

• High school diploma or equivalent.
• Medical/lab experience is preferred, along with coursework in the sciences.
• Knowledge of specimen handling and collection requirements, general laboratory workflow, and basic medical terminology.

Benefits

• Health Coverage: Medical, dental, and vision plans, fertility benefits, and supplemental insurance options.
• Paid Time Off: Vacation, personal days, and paid holidays.
• Financial & Retirement Planning: 401(k) with employer contribution, Flexible Spending Accounts (FSAs), and Health Savings Accounts (HSAs).
• Income Protection: Short- and long-term disability, paid parental leave, basic life insurance, and optional additional coverage.
• Wellbeing Support: Employee Assistance Program, commuter benefits, pet insurance, and identity theft protection.
• Professional Development: Opportunities and resources to support career growth.