Customer Service Associate

Customer Service Associate

Optum NY/NJ is seeking a Customer Service Associate to join our team in Lake Success, NY. Optum is a clinician-led care organization that is changing the way clinicians work and live.

As a member of the Optum Care Delivery team, you'll be an integral part of our vision to make healthcare better for everyone.

The Laboratory Customer Service Representative serves as a key point of contact for clients, healthcare providers, and internal teams. This role is responsible for managing high-volume incoming calls, coordinating specimen logistics and processing, resolving customer issues, and ensuring accurate documentation while delivering exceptional customer service in a fast-paced laboratory environment.

This position is full-time, Monday - Friday. Employees are required to work our normal business hours of 8am-6pm Eastern Standard Time. It may be necessary, given the business need, to work occasional overtime or weekends.

We offer 12 weeks of on-the-job training. The hours of training will be aligned with your schedule.

Primary Responsibilities:

• Accurately and efficiently manage a high volume of incoming calls from reference labs and healthcare providers.
• Provide accurate, valid, and complete information regarding laboratory services, test requirements, specimen status, and results.
• Coordinate logistics for specimen pickups, including scheduling, routing, and resolving transportation issues.
• Perform or support specimen processing activities, ensuring compliance with laboratory protocols and quality standards.
• Troubleshoot and resolve issues related to specimen handling, labeling, processing, and transport.
• Handle customer complaints professionally, offering appropriate solutions and alternatives within established timelines.
• Document all customer interactions clearly and accurately in applicable systems; ensure proper follow-up when required.
• Maintain strict adherence to laboratory policies, procedures, and regulatory requirements.
• Demonstrate the ability to multi-task across multiple systems and responsibilities in a fast-paced environment.
• Collaborate with laboratory staff, couriers, and other departments to ensure seamless operations.

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED OR equivalent experience
• Must be 18 years of age OR older
• 1+ years of customer service experience
• Basic proficiency with Windows computer applications, which includes the ability to learn new and complex computer system applications
• Ability to work full-time, Monday-Friday from 8am-6pm Eastern Standard Time

Preferred Qualifications:

• 1+ years of laboratory-related experience
• Knowledge of medical laboratory operations and specimen processing

Soft Skills:

• Strong verbal communication and interpersonal skills.
• Ability to multi-task, prioritize workload, and manage time efficiently.
• Demonstrated problem-solving skills with the ability to think quickly and act decisively.
• Ability to follow precise directions while maintaining speed, accuracy, and efficiency.
• Strong attention to detail and organizational skills.
• Proficiency in using multiple systems and applications simultaneously

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). The hourly pay for this role will range from $16 - $25 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

OptumCare is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

OptumCare is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.