Customer Service

About United WestLabs

United WestLabs (UWL) partners with hospitals to manage and grow laboratory outreach programs. With decades of experience, UWL delivers turnkey solutions that improve laboratory efficiency, profitability, and patient service. Our team is committed to providing exceptional support to healthcare providers, patients, and laboratory clients while ensuring the highest standards of quality and service.

Position Summary

United WestLabs is seeking a detail-oriented and customer-focused Customer Service Representative to join our growing team.

This role serves as a critical link between healthcare providers, patients, laboratory personnel, and internal teams. The Customer Service Representative is responsible for researching and resolving inquiries related to laboratory testing, specimen requirements, test orders, billing, and results while providing exceptional customer service.

The ideal candidate will have experience working in a healthcare, laboratory, or hospital environment and possess the ability to navigate electronic medical records and laboratory information systems while effectively communicating complex information to a variety of audiences.

The Ideal Candidate

• Has experience using Epic, Epic Beaker, or other healthcare and laboratory information systems.
• Understands laboratory workflows, test ordering processes, specimen requirements, and result interpretation.
• Has previous experience in a clinical laboratory, hospital laboratory, laboratory outreach program, patient access, or healthcare customer service role.
• Possesses strong critical-thinking and problem-solving abilities.
• Communicates complex medical and laboratory information clearly and professionally.
• Demonstrates exceptional telephone and customer service skills.
• Maintains accuracy and attention to detail in a fast-paced environment.
• Is highly organized and able to manage multiple priorities.
• Demonstrates a growth mindset and commitment to continuous learning.

Minimum Qualifications

• High school diploma or equivalent.
• Minimum one (1) year of customer service experience in a healthcare, laboratory, medical office, or related environment.
• Experience with Epic, Epic Beaker, Laboratory Information Systems (LIS), or electronic health records.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office applications.
• Ability to accurately document and maintain detailed records.

Preferred Qualifications

• Previous clinical laboratory, hospital laboratory, or laboratory outreach experience.
• Familiarity with laboratory test codes, specimen collection requirements, and testing workflows.
• Phlebotomy, specimen collection, or specimen processing experience.
• Experience communicating with physician offices, healthcare providers, patients, and laboratory personnel.
• Demonstrated success resolving customer concerns and service-related issues.
• Understanding of HIPAA and patient confidentiality requirements.

Essential Responsibilities

• Serve as the primary point of contact for patients, provider offices, and laboratory clients regarding laboratory services.
• Respond to inquiries related to laboratory orders, test status, specimen requirements, results, billing, and client services.
• Utilize Epic, LIS, and other applicable systems to research and resolve customer concerns.
• Investigate and troubleshoot issues involving laboratory orders, specimens, test results, and account services.
• Provide accurate information regarding laboratory testing, collection requirements, and laboratory processes.
• Collaborate with laboratory operations, billing, client services, and outreach teams to ensure timely resolution of issues.
• Accurately document customer interactions, investigations, outcomes, and follow-up activities.
• Maintain confidentiality and comply with all HIPAA, regulatory, and organizational requirements.
• Identify trends and opportunities for service improvement and communicate concerns to leadership.
• Act as courier to provide supply transportation when necessary

Key Competencies

• Customer Service Excellence
• Communication and Relationship Building
• Critical Thinking and Problem Solving
• Attention to Detail
• Organization and Time Management
• Healthcare Technology and System Navigation
• Adaptability and Continuous Learning
• Professionalism and Accountability

Physical Requirements

• Continuous sitting (up to 8 hours per day)
• Frequent keyboard use and data entry
• Continuous typing
• Frequent telephone communication
• Ability to view and work at a computer monitor for extended periods

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) with company participation
• Paid Vacation
• Paid Sick Leave
• Professional Development Opportunities

Schedule

Hours of operation are Monday through Friday, 7:00 a.m. to 6:00 p.m. Candidates must be available to work scheduled shifts during operating hours.

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. Management reserves the right to modify, assign, or reassign duties and responsibilities as business needs dictate, with or without notice.