Client Services Representative

Position Summary

The Client Services Representative is responsible for delivering exceptional customer service while providing additional support to the Sales team as needed.

This position serves as a primary point of contact for healthcare providers, patients, and internal stakeholders by ensuring timely communication, issue resolution, and coordination of laboratory services. 

The ideal candidate is highly organized, detail-oriented, customer-focused, and capable of managing multiple priorities in a fast-paced healthcare environment.

Key Responsibilities

Client Services Responsibilities 

• Effectively communicate both verbally and in writing with physicians, patients, and internal and external clients regarding laboratory test availability, test results, specimen requirements, and service-related inquiries.
• Respond to client calls, emails, and requests with professionalism, empathy, urgency, and accuracy.
• Provide healthcare providers with education and guidance regarding laboratory services, testing processes, specimen requirements, and available resources.
• Resolve service-related issues, including Test-In-Question (TIQ) cases, using company systems and resources.
• Coordinate specimen pick-up and delivery arrangements nationwide.
• Maintain accurate physician, patient, and client records across multiple systems and platforms.
• Document all interactions and actions in compliance with CAP, CLIA, HIPAA, and company policies.
• Escalate unresolved issues, concerns, or service disruptions to leadership as appropriate.
• Monitor and maintain departmental performance metrics while delivering Best-in-Class customer service.
• Provide client service and administrative support to Sales team members as needed, including assistance with client inquiries, follow-up, and coordination with internal teams.
• Participate in special projects and cross-functional initiatives that improve customer experience and operational effectiveness.
• Contribute positively to team culture and organizational success.
• Perform other duties as directed.

Qualifications

Required Qualifications

• Associate degree or equivalent combination of education and experience.
• Minimum of 2 years of customer service, administrative support, or related experience, including experience providing customer service via phone and email.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Proficiency with Microsoft Office Suite and virtual meeting platforms, with the ability to quickly learn and effectively navigate multiple systems and software applications.
• Strong problem-solving and interpersonal skills.
• Ability to maintain confidentiality and exercise sound judgment.
• Demonstrated ability to work independently, manage time effectively, and remain accountable and productive in a remote work environment.

Preferred Qualifications

• Bachelor’s degree in a related field.
• Experience in healthcare, laboratory diagnostics, or medical services.
• Experience supporting healthcare providers, patients, and sales teams in a customer service environment.
• Familiarity with HIPAA, CLIA, and CAP standards.
• Experience with CRM, customer service, or laboratory information systems.

Work Environment

This is a remote position that requires the ability to work effectively and independently from a home-based work environment. The employee must maintain a reliable, professional workspace that supports productivity, confidentiality, and consistent communication with healthcare providers, patients, and internal stakeholders. The position requires prolonged periods of sitting, frequent computer use, and regular use of phone, video conferencing, and other digital communication tools. Employees are expected to remain accessible and responsive during established working hours and to consistently meet the performance, productivity, and communication expectations of the role.

Why Join Our Team?

At Lynx Dx, we are committed to delivering exceptional diagnostic services and customer experiences that improve patient care. This role offers the opportunity to make a direct impact on client satisfaction and patient care while collaborating across teams in a fast-paced, mission-driven organization.