Customer Service/Operations Support

Objective

The Customer Service/Operations Support Associate plays a key role in supporting daily laboratory operations while providing excellent customer service to clients, patients, and internal staff. This position serves as a primary point of contact for inquiries, assists with specimen processing support, and ensures accurate communication and documentation in accordance with laboratory standards and regulations.

Essential Functions

• Serve as a first point of contact for clients, providers, and internal teams via phone, email, and in person.

• Respond to inquiries regarding test orders, specimen requirements, results status, and general lab services.

• Resolve customer issues professionally and escalate concerns as appropriate.

• Maintain a courteous, helpful, and service-oriented approach at all times.

• Assist with specimen receiving, accessioning support, and documentation.

• Verify patient and test order information for accuracy and completeness.

• Enter and update data in the Laboratory Information System (LIS).

• Prepare paperwork, labels, and shipping materials.

• Support quality assurance activities by following SOPs and compliance guidelines.

• Coordinate with lab staff to ensure smooth workflow and timely turnaround.

• Assist with inventory tracking, supply ordering, and restocking.

• Support special projects, audits, or process improvement initiatives.

• Maintain a clean, organized, and compliant work environment.

Preferred

• Experience in a medical laboratory or customer service setting.
• Familiarity with laboratory terminology or specimen handling.
• Experience using a Laboratory Information System (LIS).
• Knowledge of HIPAA and patient confidentiality standards.

SkillsCompetencies

• Professional and empathetic communication.
• Strong organizational and time-management skills.
• Team-oriented with a willingness to assist across departments.
• Problem-solving mindset with a focus on service excellence.

Requirements

• Bachelor's degree (preferred)
• Quality customer service skills, both verbal and written

Physical Requirements

• Able to sit for long periods of time
• Able to type at least 60 wpm
• Able to use the telephone and computer simultaneously

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.