Customer Experience Associate
J
JobgetherHealthcare Technology
Based in the United StatesFull-TimeMiddle
Salary19 - 22 USD per hour
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Job Details
- Experience
- At least 2 years of prior customer service experience
- Required Skills
- Microsoft OfficeCustomer serviceGoogle WorkspaceData entryCRM
Requirements
- High school diploma or equivalent required; associate degree, bachelor’s degree, or relevant certification preferred.
- At least 2 years of prior customer service experience, preferably in a healthcare, laboratory, technology, or regulated environment.
- Strong understanding of customer service principles, communication practices, and administrative procedures.
- Ability to analyze customer requests, identify appropriate solutions, and escalate issues according to established protocols.
- Excellent verbal and written communication skills with the ability to maintain professionalism across customer interactions.
- Strong attention to detail, organization skills, and ability to manage multiple priorities effectively.
- Comfortable working with phone-based and written customer support channels.
- Intermediate proficiency with Microsoft Office and Google Workspace applications.
- Ability to adapt to changing processes, demonstrate resilience, and work effectively both independently and as part of a team.
- Experience with CRM platforms, laboratory information management systems (LIMS), virtual communication tools, or similar technologies is a plus.
- Multilingual skills are considered an advantage.
Responsibilities
- Respond to internal and external customer inquiries through phone and electronic communication channels, providing timely and professional support.
- Collect and verify required information related to patient details, healthcare providers, billing, insurance, requested services, and submitted test samples.
- Communicate test status updates, coordinate result requests, and support the resolution of missing information or delayed sample processing.
- Assist with customer requests including mobile service scheduling, technical issue triage, clinical inquiry coordination, and follow-up communication.
- Support account-related activities for internal teams, including account setup, account updates, supply orders, pre-filled requisition processing, and order tracking.
- Document all customer interactions, actions taken, and follow-up activities accurately within designated systems.
- Handle customer concerns by investigating issues, providing solutions within established guidelines, and escalating complex cases when needed.
- Maintain strong knowledge of available testing services, required documentation, processing timelines, and customer support procedures.
- Support onboarding and mentoring of new team members while contributing to continuous improvement initiatives.
- Maintain strict compliance with privacy policies and procedures when handling sensitive patient information.
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