Regional Customer Support Specialist

Role overview

The Regional Customer Support Specialist acts as the lead point of contact for a defined territory, supporting external customers and internal sales teams through the order-to-results workflow for clinical laboratory tests. The role is primarily customer-facing via telephone and electronic channels, balancing high-volume inquiries with escalated issue resolution. It requires comfort working with protected health information within a regulated healthcare environment.

Responsibilities

- Respond promptly to inquiries from medical professionals, patients, and cross-functional internal teams. - Serve as the primary contact for assigned accounts and field sales representatives, documenting all interactions, communications, actions taken, and follow-ups. - Build rapport with accounts and patients to close information gaps and ensure turnaround-time commitments are met. - Communicate delays, cancellations, and sample redraw needs to customers and help coordinate next steps. - Research and resolve escalated issues, clearly articulating root cause and resolution by phone and in writing. - Maintain working knowledge of available oncology tests, including sample requirements, result timelines, required patient health information, request form completion, and required waivers. - Handle protected health information in both paper and electronic form as part of daily responsibilities. - Support special projects and other duties as business needs evolve.

Requirements

- Two-year degree and 2-5 years of related experience; undergraduate degree preferred. - Experience delivering both phone-based and written customer support. - Strong organizational skills with the ability to balance multiple client needs and internal stakeholders. - Demonstrated problem analysis and problem-solving ability, including independent critical thinking. - Excellent attention to detail, spelling, and grammar, with intermediate proficiency in GSuite applications. - Ability to maintain professionalism and de-escalate tense customer interactions. - Must complete HIPAA/PHI privacy, compliance, and security training within the first 30 days of hire.

Nice to have

- Hands-on experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center tools. - Bilingual language skills.

Benefits and work setup

- Hourly pay range of $20-$23 USD, with final compensation based on experience, qualifications, and skills. - Eligibility for additional compensation through a comprehensive total rewards program. - Medical, dental, vision, life, and disability coverage for eligible employees and their dependents. - 401(k) with company match. - Generous paid time off, company holidays, plus wellness, commuter, and employee referral programs. - Family-oriented benefits including pregnancy and baby bonding leave, plus fertility care and testing benefits for employees and their immediate families.