Customer Service Representative II in Allentown, Pennsylvania

Health Network Laboratories

Full-time, 40 hours per week, day shift, 10:00AM – 6:30PM, Sunday-Thursday

About HNL Lab Medicine:

Headquartered in Allentown, Pa operating for over 20 years, HNL Lab Medicine is a leading multi-regional, full-service medical laboratory providing testing and related services to physician offices, hospitals, long-term care facilities, employers, and industrial accounts.

Our patients are more than just test tubes. We understand the impact each test we analyze has on our patients’ lives and we never take that responsibility lightly. We operate more than 50 patient service centers in Pennsylvania and work with more than 10 hospital systems.


The primary focus of the Customer Service Representative II is to engage in cheerful, clear, effective, and seamless communication with both internal and external customers, providers, and patients. This role focuses on achieving a one call resolution and ensures a personalized experience such that the customer wants to continue to use HNL Lab Medicine as their laboratory of choice.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

  • Displays a caring, friendly, and supportive personality with a commitment to focusing on customer satisfaction.

  • Maintains up-to-date knowledge of and adheres to the department Standard Operating Procedures (SOPs).

  • Understands and abides by patient confidentiality regulations.

  • Responds with a sense of urgency and professionalism to customer inquiries including, but not limited to; specimen requirements, test results, patient billing, statement inquires, dispatch requests, and testing schedules.

  • Notifies customers of STAT, critical, and/or client requested results while actively displaying explementary communication skills.

  • Contacts customers, providers, and patients in an effort to obtain up to date, accurate information to be used for record keeping across multiple platforms, including, but not limited to billing.

  • Performs data processing, sorts/distributes mail, and files data to include verification of patient demographics and billing information in the financial system.

  • Documents all communication within the Salesforce Customer Relationship Management (CRM) platform consistently and accurately.

  • Possesses a strong understanding of software including, but not limited to, the Laboratory Information System (LIS), Salesforce, Xifin, and CoPath.

  • Maintains departmental supplies and equipment.

  • Assists other staff members in performing job duties as required. Accepts additional responsibilities during staffing shortages. Maintains work assignment flexibility and communicates ongoing/outstanding information with members of the oncoming shift. Flexibility in job location: i.e., if telecommuting, there is ability to work on site as needed.

  • Participates in the Continuous System Improvement (CSI) and continuing education programs.

  • Actively participates in department and group huddle discussion.

  • Provides clear and professional etiquette in verbal and electronic communications with clients, customers and patients.

  • Completes department tasks and responsibilities as they are assigned.

  • Excels in the ability to multi-task in a fast-paced environment while handing customer inquiries via phone, email, and other electronic communication in a timely manner to effectively provide a high level of customer satisfaction.

  • Works seamlessly with the Sales team to communicate leads and customer feedback.

  • Makes outgoing calls as well as takes any and all incoming calls including billing payments.

Required Skills


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience :

High school diploma or GED. Call center and/or Clinical experience preferred.

What We Offer – Benefits & Perks

  • Flexible work-life balance

  • Dental Insurance

  • Vison Insurance

  • Medical Insurance

  • Pet Insurance

  • Life Insurance

  • Referral program

  • 401(k) matching

  • Pension Plan

  • Paid time off/Paid sick time

  • Flexible spending account

  • Tuition assistance

Required Experience

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