Job Description

LABORATORY EXPRESS

Position: Live Chat Agent

Department: Digital Customer Support
Employment Type: Full-Time
Work Arrangement: 100% Remote
Compensation: $27.00 - $32.00 per hour

POSITION SUMMARY:

Laboratory Express is seeking a dedicated Live Chat Agent to provide exceptional real-time digital support to patients, healthcare providers, and laboratory clients through our online chat platform. This remote position is ideal for individuals who excel at written communication, thrive in fast-paced environments, and are passionate about delivering outstanding customer experiences through digital channels.

KEY RESPONSIBILITIES:

• Engage with customers via live chat platform, responding to inquiries promptly and professionally
• Handle 3-5 simultaneous chat conversations while maintaining high-quality, personalized service
• Provide accurate information regarding laboratory tests, services, pricing, turnaround times, and specimen requirements
• Assist customers with account creation, portal login issues, password resets, and website navigation
• Guide patients through online test ordering, appointment booking, and result access processes
• Address billing questions, insurance verification, payment processing, and account balance inquiries
• Troubleshoot technical issues related to website functionality, portal access, and online services
• Identify customer needs through active listening and provide appropriate solutions or resources
• Utilize knowledge base articles, FAQs, and approved scripts to deliver consistent information
• Escalate complex inquiries, medical questions, or technical issues to appropriate departments
• Document all chat interactions thoroughly in CRM system with accurate details and resolution notes
• Follow HIPAA guidelines to protect patient privacy and maintain confidentiality in all communications
• Maintain professional, friendly, and empathetic tone in all written customer interactions
• Meet performance targets including response time, chat volume, resolution rate, and customer satisfaction scores
• Participate in team meetings, training sessions, and quality improvement initiatives
• Stay informed about new services, policy updates, system changes, and company announcements

REQUIRED QUALIFICATIONS:

• High school diploma or GED equivalent required
• 1+ year of customer service experience (live chat or online support preferred)
• Excellent written communication skills with strong command of English grammar and spelling
• Typing speed of 50+ WPM with high accuracy
• Ability to multitask and manage multiple chat conversations simultaneously
• Strong problem-solving skills and ability to think quickly under pressure
• Proficiency with computers, web browsers, and learning new software systems
• Comfortable navigating multiple screens and applications while chatting
• Self-motivated with ability to work independently in a remote environment
• Reliable high-speed internet connection (minimum 20 Mbps)
• Quiet, dedicated workspace free from distractions and interruptions

PREFERRED QUALIFICATIONS:

• Previous experience with live chat platforms (Zendesk, LiveChat, Intercom, etc.)
• Experience in healthcare, medical office, or laboratory setting
• Familiarity with basic medical terminology
• Knowledge of CRM systems (Salesforce, HubSpot, etc.)
• Understanding of HIPAA and patient privacy requirements
• Bilingual skills (English/Spanish) a plus
• Associate's degree or relevant certification

ESSENTIAL COMPETENCIES:

• Written Communication: Clear, professional, grammatically correct written expression
• Customer Focus: Dedication to understanding and meeting customer needs
• Empathy: Ability to convey care and understanding through text-based communication
• Technical Aptitude: Quick learner with technology and digital tools
• Time Management: Efficiently handling multiple priorities and maintaining productivity
• Attention to Detail: Accuracy in data entry, documentation, and information sharing
• Adaptability: Flexibility to adjust to changing procedures, systems, and customer situations
• Professionalism: Maintaining composure and positive attitude in all interactions
• Team Collaboration: Working effectively with remote team members and other departments

TECHNICAL REQUIREMENTS:

• Desktop or laptop computer (Windows 10+ or Mac OS)
• Dual monitors strongly recommended for optimal performance
• High-speed internet: Minimum 20 Mbps download / 5 Mbps upload
• Wired/Ethernet connection preferred over Wi-Fi
• Backup internet option (mobile hotspot, secondary provider, etc.)
• USB headset with noise-canceling microphone
• Webcam for video meetings and training sessions
• Private workspace with door for confidentiality

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