Summary Of Role

The Customer Service Representative supports patients

Diagnostics.

The CSR will be responsible for handling inbound calls and emails from patients, assisting with inquiries related to tests, appointments, reports, billing, and general support.

Responsibilities

The Customer Service Representative is responsible for the following:

- Greets clients with the Greeting”
- Answer inbound calls from patients in a professional and courteous manner.
- Respond to patient inquiries via email in a timely and accurate manner.
- Assist patients with scheduling, rescheduling, or canceling diagnostic test appointments.
- Provide information about diagnostic procedures, preparation instructions, and test requirements.
- Help patients understand how to access their reports and results.
- Address billing inquiries and direct patients to the appropriate department when necessary.
- Accurately document patient interactions and update records in the CRM or patient management system.
- Escalate complex issues or complaints to the appropriate supervisor or department.
- Ensure compliance with patient privacy and confidentiality standards (e.g., HIPAA guidelines).




- Maintain high levels of patient satisfaction through professional service and problem resolution.
- Uses client portal to access laboratory inbox, view reports and various other features.

Education: Bachelor’s degree required

Experience

- At least one year in the Healthcare industry
- At least one year experience of managing US operations
- At least one year experience in customer service within the health care industry
- At least one year experience with medical customer service

– Customer Service Representative

Skills

- Excellent verbal and written English communication skills.
- Strong listening and problem-solving abilities.
- Ability to handle high call and email volumes while maintaining professionalism.
- Basic computer skills and familiarity with CRM or ticketing systems.
- Ability to multitask and work in a fast-paced environment.
- Robust attention to detail and organizational skills.
- Ability to maintain patient confidentiality.

Language: English

Time: 6 days a week for 8 hrs a day. Followed by rotating work schedule as assigned by team manager. Overnight shifts may be asked.'

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