Regional Customer Support Specialist

Role overview A remote customer support role serving as the primary point of contact for a designated regional territory. The position centers on assisting medical professionals, patients, and internal teams with ordering workflows, timely result delivery, and issue resolution. It blends high-volume case management with relationship building across cross-functional stakeholders in a clinical diagnostics environment.

Responsibilities - Respond promptly to inquiries from medical professionals, patients, and internal teams across phone and digital channels. - Serve as the lead contact for assigned accounts, documenting every interaction, action, and follow-up in detail. - Partner with sales representatives and patients to close information gaps and keep turnaround commitments on track. - Communicate sample delays or cancellations and coordinate redraw logistics when needed. - Research and resolve escalated cases, articulating the root cause and resolution clearly and logically. - Maintain working knowledge of the test catalog, including sample requirements, turnaround times, required health information, and waiver documentation. - Handle protected health information in both paper and electronic form while meeting all compliance training requirements.

Requirements - Two-year degree or 2–5 years of related experience; an undergraduate degree is preferred. - Demonstrated ability to de-escalate upset customers while remaining professional. - Strong organizational skills with the capacity to juggle multiple client needs and stakeholders. - Solid problem analysis and critical thinking abilities, with adaptability to changing priorities. - Experience handling both phone and written customer support. - Intermediate proficiency with GSuite applications and accurate typing and grammar. - Completion of HIPAA/PHI privacy and compliance training within the first 30 days of hire.

Nice to have - Familiarity with Salesforce ServiceCloud, laboratory information management systems, customer portals, e-fax, secure email, and cloud-based call center tools. - Bilingual language skills.

Benefits and work setup - Remote position based in the United States. - Hourly pay range of $21–$23 USD, with compensation varying by skill set, experience, and location. - Comprehensive medical, dental, vision, life, and disability coverage for eligible employees and dependents. - Free testing services for employees and immediate families, plus fertility care benefits. - Pregnancy and baby bonding leave, 401(k) plan, commuter benefits, and an employee referral program.