Client Service Representative

Job Description

APPLICANT WINDOW CLOSES: DECEMBER 16, 2O25

PAY RANGE $25 - $35

All job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. 

Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.  Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only. For more detailed information, please click here. 

Working Conditions

Location – Remote

Remote work capability, including:

• A dedicated, distraction-free workspace suitable for taking phone calls.

• Reliable high-speed internet connection.

• Ability to maintain confidentiality in a home environment.

Days: Monday - Friday

Hours: 7AM - 4PM Pacific Time Zone

Invitae|LabCorp is seeking a Client Service Representative to join our team. This position will work with physician offices, hospital laboratories, patients and internal customers to ensure that all client needs are addressed accurately and efficiently. The Client Services Representative will provide product training and handle a wide variety of questions while ensuring a world-class customer experience. The ideal candidate will be passionate about Customer Service and motivated to work with a customer centric team in an innovative company.

Duties and Responsibilities:

• Act a liaison between Invitae|LabCorp, the customer base and patients

• Be well-versed in all Invitae products, processes, and policies to effectively solve client inquiries and complaints over the phone or via email

• Speak with customers in a courteous, friendly, and professional manner using protocol procedures

• Inquire, clarify, and confirm customer requirements and understanding of the solution

• Provide additional customer education and information as needed

• Qualify and establish inbound new customers requesting Invitae|LabCorp's products and services

• Work in multiple databases to research complex issues and questions

• Respond to client inquiries within 24 hours

• Assist in resolving order submission errors with clients

• Participate in peer training, documentation of client feedback, relaying of feedback to drive improvement of customer satisfaction and business performance

• Engage in continuous development through customer service training, individualized coaching, constructive feedback, and performance improvement initiative

• Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance

• Manage daily workflows by prioritizing tasks and ensuring timely completion within queue-based systems

Minimum Education and Experience

• High School Diploma or GED equivalent

• 2+ years’ experience in a client-facing role, dedicated to exceeding client expectations through a customer-first approach

• Previous experience in a call center or high-volume, phone-facing environment.

• General understanding of medical laboratory workflows, terminology, or test processes.

• Proficiency with Salesforce.com or similar CRM platforms.

• Proficiency with remote collaboration tools (e.g., Teams, Slack

• Proficiency with Microsoft Office  

Preferred Qualifications

• Experience working in a healthcare, laboratory, or diagnostics environment.

• Experience handling healthcare-related calls, preferably supporting patients or medical providers.

• Familiarity with medical terminology or laboratory test ordering systems.

• Bilingual skills (Spanish/English)

Skills and Competencies

• Excellent verbal communication skills, with the ability to explain information clearly and sensitively.

• General understanding of medical laboratory workflows, terminology, or test processes.

• Proficiency with Salesforce.com or similar CRM platforms.

• Strong attention to detail and ability to navigate multiple systems simultaneously.

• High level