Labcorp Genetics Customer Service Support Representative I- Remote

About the role

Labcorp Genetics (formerly Invitae) team has an exciting career opportunity for a Customer Service Support Representative. The role serves as a frontline contact for patients, provider offices, and insurance carriers, handling inbound and outbound calls related to patient accounts and billing inquiries.

Responsibilities

• Answer high volume of inbound calls from patients, doctor's offices, and/or private insurance carriers.
• Make outbound calls as requested to resolve open patient accounts receivable and customer inquiries.
• Initiate payment plans for patients with outstanding balances.
• Routinely utilize multiple resources to resolve patient inquiries while on the phone.
• Maintain performance goals.
• Develop proficiency with processes after completing a structured training program.
• Research and resolve issues in real time using multiple systems while maintaining established performance and quality standards.

Requirements

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

Qualifications

• 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) experience.
• 1 year or more patient billing experience.
• Experience in women’s health, genetics, and oncology specialty testing billing.
• Experience in molecular testing reimbursement.
• Experience with Medicare and Medicaid.
• Bilingual English/Spanish capability.

Skills

• Strong verbal and written communication skills.
• Ability to 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 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

• Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan for employees regularly scheduled to work 20 or more hours per week.
• Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are eligible only for the 401(k) Plan.
• Employees on a 7 on/7 off schedule receive all foregoing benefits except PTO or FTO.

Pay

$17.75–$21.00 per hour.

Schedule

Work schedule: Monday‑Friday, 11 pm EST to 8 pm EST. Training hours: 9 am EST to 6 pm EST.