Customer Service

About United WestLabs

United WestLabs (UWL) partners with hospitals to manage and grow laboratory outreach programs. With decades of experience, UWL delivers turnkey solutions that improve laboratory efficiency, profitability, and patient service. Our team is committed to providing exceptional support to healthcare providers, patients, and laboratory clients while ensuring the highest standards of quality and service.

Position Summary

United WestLabs is seeking a detail-oriented and customer-focused Customer Service Representative to join our growing team.

This role serves as a critical link between healthcare providers, patients, laboratory personnel, and internal teams. The Customer Service Representative is responsible for researching and resolving inquiries related to laboratory testing, specimen requirements, test orders, billing, and results while providing exceptional customer service.

The ideal candidate will have experience working in a healthcare, laboratory, or hospital environment and possess the ability to navigate electronic medical records and laboratory information systems while effectively communicating complex information to a variety of audiences.

The Ideal Candidate

• Has experience using Epic, Epic Beaker, or other healthcare and laboratory information systems.
• Understands laboratory workflows, test ordering processes, specimen requirements, and result interpretation.
• Has previous experience in a clinical laboratory, hospital laboratory, laboratory outreach program, patient access, or healthcare customer service role.
• Possesses strong critical-thinking and problem-solving abilities.
• Communicates complex medical and laboratory information clearly and professionally.
• Demonstrates exceptional telephone and customer service skills.
• Maintains accuracy and attention to detail in a fast-paced environment.
• Is highly organized and able to manage multiple priorities.
• Demonstrates a growth mindset and commitment to continuous learning.

Minimum Qualifications

• High school diploma or equivalent.
• Minimum one (1) year of customer service experience in a healthcare, laboratory, medical office, or related environment.
• Experience with Epic, Epic Beaker, Laboratory Information Systems (LIS), or electronic health records.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office applications.
• Ability to accurately document and maintain detailed records.

Preferred Qualifications

• Previous clinical laboratory, hospital laboratory, or laboratory outreach experience.
• Familiarity with laboratory test codes, specimen collection requirements, and testing workflows.