Diagnostics Customer Service Specialist

Role Summary Bedford, MA (on-site). We are seeking a detail-oriented and customer-focused individual to join our customer service operations team as a Diagnostics Customer Service Specialist (Dx CSR). The Dx CSR is a key point of contact between the diagnostic laboratory and its clients, including healthcare providers, commercial partners, patients, and internal stakeholders. This role is responsible for delivering accurate, timely, and professional support related to test orders, specimen status, results inquiries, supply orders, system access, and general service issues. Your work directly supports patient care by ensuring all samples are correctly identified, documented, and prepared for testing according to regulatory and quality standards. What You’ll Do Perform accurate data entry of patient demographics, test orders, provider information, and insurance details Support daily laboratory operations, including sample tracking, chain of custody, check‑in status, troubleshooting discrepancies, and scanning paper forms into digital copies Ensure sample shipments are delivered on time to the lab and facilitate transfer of specimens when required Communicate with healthcare providers and internal departments to resolve missing or incomplete information Track and resolve customer issues, including rejected specimens, missing information, or data discrepancies, documenting outreach and resolutions in the CRM tools Assist clients with order entry issues, cancellations, and data correction Coordinate with internal departments (accessioning, logistics, billing, laboratory operations) to resolve client concerns Respond to internal and external inquiries via phone and email in a timely and professional manner regarding specimen status, test requirements, and processing timeline Provide accurate information regarding test offerings, sampling requirements, turnaround times, and result reporting Maintain data accuracy and alignment between CRM tools and customer-facing interface Maintain strict adherence to HIPAA and other data privacy regulations to preserve patient confidentiality and data quality Basic Qualifications 2-5 years’ work experience in customer service or a customer‑facing role, preferably in healthcare, diagnostics, or laboratory environment High level of computer literacy required, including Excel, Outlook, Word, etc. Excellent typing and data entry accuracy Preferred Qualifications Bachelor’s degree preferred Prior experience in a healthcare, clinical laboratory, or diagnostic services setting Experience with laboratory information systems (LIMS), electronic medical records (EMR), and Salesforce.com Familiarity with medical terminology, test‑ordering processes, and specimen handling Expectations, Competencies, Skills & Abilities Strong verbal and written communication skills Excellent problem‑solving and conflict‑resolution abilities Self‑motivated and collaborative, able to work independently and with others to follow through on assigned tasks Ability to work in a fast‑paced, high‑volume environment, managing multiple priorities simultaneously Empathy and professionalism when interacting with healthcare providers and patients Strong attention to detail and adherence to standard operating procedures (SOPs) Benefits Competitive compensation, 401(k) match, health, dental, and vision benefits for employees and dependents, unlimited vacation for exempt employees, generous PTO for non‑exempt employees, equity, employee stock purchase plan, performance bonus, tuition assistance, on‑site fitness center, and free snacks and drinks. EEO Statement Quanterix is an Equal Opportunity Employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. Quanterix will make reasonable accommodations for qualified individuals with known disabilities in accordance with applicable law. #J-18808-Ljbffr