Diagnostics Customer Service Specialist

Role Summary

We are seeking a detail-oriented and customer-focused individual to join our customer service operations team as a Diagnostics Customer Service Specialist (Dx CSR). The Dx CSS serves as a key point of contact between the diagnostic laboratory and its clients, including healthcare providers, commercial partners, patients, and internal stakeholders. This role is responsible for delivering accurate, timely, and professional support related to test orders, specimen status, results inquiries, supply orders, system access, and general service issues. Your work will directly support patient care by ensuring that all samples are correctly identified, documented, and prepared for testing according to regulatory and quality standards.

What You’ll Do

• Perform accurate data entry of patient demographics, test orders, provider information, and insurance details
• Support daily laboratory operations, including sample tracking, chain of custody, check-in status, troubleshooting discrepancies, and scanning of paper forms into digital copies
• Ensure sample shipments are delivered on time to the lab and facilitate transfer of specimens when required
• Communicate with healthcare providers and internal departments to resolve missing or incomplete information
• Track and resolve customer issues, including rejected specimens, missing information, or data discrepancies, documenting outreach and resolutions in the CRM tools
• Aid clients with order entry issues, cancellations, and data corrections
• Cook up with internal departments (accessioning, logistics, billing, laboratory operations) to resolve client concerns
• Respond to internal and external inquiries via phone and email in a timely and professional manner regarding specimen status, test requirements, and processing timeline
• Provide accurate information regarding test offerings, sampling requirements, turnaround times, and result reporting
• Maintain data accuracy and alignment between CRM tools and customer-facing interface
• Maintain strict adherence to HIPAA and other data privacy regulations to maintain patient privacy confidentiality and data quality

Basic Qualifications

• 2-5 years’ work experience in customer service or a customer-facing role, preferably in healthcare, diagnostics, or laboratory environment
• High level of Computer Literacy required including excel, outlook, word etc.
• Excellent typing and data entry accuracy

Prior to Qualifications

• Bachelor’s Degree preferred
• Previous experience working in a healthcare, clinical laboratory, or diagnostic services setting
• Experience with laboratory information systems (LIMS), electronic medical records (EMR) and Salesforce.com
• Familiarity with medical terminology, test ordering processes, and specimen handling

Expectations, Competencies, Skills & Abilities

• Strong verbal and written communication skills
• Excellent problem-solving and conflict resolution abilities
• Self-motivated and collaborative, must work well independently and with others to follow through on assigned tasks
• Ability to work in a fast-paced, high-volume environment, capable of managing multiple priorities simultaneously
• Empathy and professionalism when interacting with healthcare providers and patients
• Strong attention to detail and ability to follow standard operating procedures (SOPs)

Why You’ll Like Working With Us

• Our Technology: From discovery to diagnostics, Quanterix’s ultrasensitive biomarker detection is fueling breakthroughs only made possible through its unparalleled sensitivity and flexibility.
• Our Commitment to Employees: At Quanterix, our values are based on: Team, Innovation, Customer and Owner. We reward and recognize our employees by offering competitive compensation and a 401k plan with employer match, as well as competitive health, dental, and vision benefits for employees and their dependents.

Pay Range

$50,000 - $70,000 per year

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