Objective
The Lab Support & Customer Service 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.
Skills & Competencies
- 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
- Bachlor'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.
Background & Drug Screening Mandatory
