Customer Service & Lab Support

About the role

The Lab Support & Customer Service Associate plays a key role in supporting daily laboratory operations while providing excellent customer service to clients, patients, and internal staff. This position serves as a primary point of contact for inquiries, assists with specimen processing support, and ensures accurate communication and documentation in accordance with laboratory standards and regulations.

Responsibilities

• Serve as a first point of contact for clients, providers, and internal teams via phone, email, and in person.
• Respond to inquiries regarding test orders, specimen requirements, results status, and general lab services.
• Resolve customer issues professionally and escalate concerns as appropriate.
• Maintain a courteous, helpful, and service‑oriented approach at all times.
• Assist with specimen receiving, accessioning support, and documentation.
• Verify patient and test order information for accuracy and completeness.
• Enter and update data in the Laboratory Information System (LIS).
• Prepare paperwork, labels, and shipping materials.
• Support quality assurance activities by following SOPs and compliance guidelines.
• Coordinate with lab staff to ensure smooth workflow and timely turnaround.
• Assist with inventory tracking, supply ordering, and restocking.
• Support special projects, audits, or process improvement initiatives.
• Maintain a clean, organized, and compliant work environment.

Preferred Experience

• Experience in a medical laboratory or customer service setting.
• Familiarity with laboratory terminology or specimen handling.
• Experience using a Laboratory Information System (LIS).
• Knowledge of HIPAA and patient confidentiality standards.

Skills & Competencies

• Professional and empathetic communication.
• Strong organizational and time‑management skills.
• Team‑oriented with a willingness to assist across departments.
• Problem‑solving mindset with a focus on service excellence.

Requirements

• Bachelor’s degree (preferred).
• Quality customer service skills, both verbal and written.

Physical Requirements

• Able to sit for long periods of time.
• Able to type at least 60 wpm.
• Able to use the telephone and computer simultaneously.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Background & Drug Screening

Mandatory.