• Successfully and effectively address all calls and cases received in the Service Center. • Maintain accurate call records of customer interactions or transactions, including recording details of inquiries, complaints, or comments, to include action steps taken to resolve the reason for the call. • Perform outbound calls to obtain information to complete specimen or billing processing and/or investigate order issues. • Process and facilitate requests for amended reports, add-on tests, cancellation requests, and data entry errors. • Access, enter, update, and maintain accurate customer account information in Laboratory Information System, CRM, and other software platforms while speaking with the caller in real time. • Provide technical support for MH customer portal. • Route calls and cases to other departments when appropriate. • Ensure HIPAA, Confidentiality, and compliance policies, procedures, and standards are always adhered to. • Accurately process new client registrations, service contracts, customer agreements, and practice update forms. • Utilize subject matter expertise to proactively identify customer training opportunities. • Effectively build rapport with diverse internal and external customer base. • Maintain competencies required for the position and specific areas assigned. • Ability to ensure administrative, physical, and technical cybersecurity controls are always adhered to. • Perform other duties and special projects as assigned.