Labcorp Genetics Customer Service Support Representative II– Remote

About the role

Labcorp Genetics team is seeking a Customer Service Support Representative. Representative II serves as a frontline contact for patients, provider offices, and insurance carriers by handling inbound and outbound calls related to patient accounts and billing inquiries. This role is responsible for resolving open patient accounts receivable, addressing customer questions, and assisting patients with payment options, including the initiation of payment plans for outstanding balances. The position requires routine use of multiple systems and resources to efficiently research and resolve issues in real time while maintaining established performance and quality standards. The representative is expected to develop proficiency in role responsibilities through successful completion of a structured training program and ongoing application of learned processes within a fast‑paced customer service environment.

Schedule

Monday-Friday 7:30am - 4:00pm PST / 8:30am - 5:00pm MST / 9:30am - 6:00pm CST / 10:30am – 7:00pm EST

Responsibilities

• Answer high volume of inbound calls from patients, doctor's office and/or private insurance carriers.
• Make outbound calls to resolve open Patient AR and to resolve customer inquiries.
• Initiate payment plans for patients for outstanding balances.
• Routinely utilize multiple resources to resolve patient inquiries while on the phone.
• Maintain performance goals.
• Ability to become proficient with processes after completing a structured training program.

Minimum Qualifications

• High School diploma or GED equivalent
• 3 years or more healthcare related call center experience

Preferred Qualifications

• Associates degree
• Establish protocols and procedures; cross-functional collaboration
• 3 months or more XIFIN experience
• Bilingual in English and Spanish
• 3 years or more specialty testing or genetics healthcare customer service
• 3 years or more reimbursement, Medicare/Medicaid billing experience

Skills

• Strong verbal and written communication skills
• Explain complex women’s health, genetics and oncology testing coverage, costs, and financial responsibility to patients, providers, and payers with clarity and empathy
• Attention to detail and focused
• Team-oriented mindset with the ability to work independently
• Excellent organizational skills
• Proficiency navigating multiple computer screens and applications
• Alpha-Numeric data entry proficiency
• Ability to 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

Pay

$19.00 - $22.00 an hour

Benefits

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