Description:

Shift: Tuesday-Friday (10am-6pm MST), Saturday (7am-3pm MST)

On Site: 6547 S Racine Cir Ste 1100 Arapahoe, CO 80111

Why Join Genesis Reference Laboratories as a Customer Experience Advocate?
At Genesis Reference Laboratories, we’re more than a lab—we’re a team redefining excellence in diagnostic testing. Since 2018, we’ve grown from a small operation into a national leader with 100+ employees and 150+ cutting-edge tests, all while keeping a strong local feel.

As a Customer Experience Advocate, you’ll be the frontline voice of GRL, playing a key role in supporting clinicians, medical staff, and internal teams. You’ll join a fast-paced, mission-driven environment where your communication skills, attention to detail, and dedication to service directly impact patient outcomes.

At GRL, we live by our values:

Excellence – Going above and beyond for every customer.
Integrity – Doing what's right, always.
Passion – Bringing energy and positivity to every interaction.
Leadership – Taking ownership and growing with purpose.
Transparency – Communicating clearly, honestly, and respectfully.
Community – Creating a supportive experience for all we serve.

Join us and help redefine what exceptional customer care looks like in healthcare.

Requirements:

What You’ll Do (Key Responsibilities)

Be the go-to problem solver for both external customers (clinics, doctors, etc.) and internal teams (sales reps, lab care specialists, accessioners, etc.).
Communicate with customers via email, phone, and chat with professionalism and empathy.
Manage new account onboarding to create a seamless experience from start to finish.
Provide administration, troubleshooting, and user support for Genuin (our in-house portal system).
Handle supply orders and coordinate shipments.
Ensure HIPAA compliance and safeguard Protected Health Information.
Troubleshoot basic clinical issues (missing samples, missing packs, amending reports, and rerun requests).
Obtain resolutions for specimen-related issues directly from customers.
Collaborate with the Sales and Laboratory Care Specialist (LCS) teams to resolve customer concerns and ensure smooth issue resolution.

Note: This is not an exhaustive list of responsibilities. As a growing company and

department, additional customer service responsibilities may be added as the role

evolves.

MINIMUM QUALIFICATIONS

1 yr experience with direct patient care or customer service.
1 yr experience in computer proficiency professionally or educationally.
WPM 40+
Must have reliable transportation.
High School diploma or equivalent.

REQUIRED QUALIFICATIONS

Ability to meet all safety and regulatory requirements.
Comfortable working at a desk and computer for extended periods.
Strong data entry skills and eagerness to learn new systems.
Sharp attention to detail, accuracy, and organizational skills.
Critical thinking and problem-solving ability.
Ability to multi-task while navigating multiple systems and applications simultaneously—often while on the phone with a customer.
Must be reliable and dependable.
Demonstrate compassion and professionalism while maintaining the highest ethical standards
Excellent communication skills—verbal, written, and phone—with professionalism and courtesy in every customer interaction.
Ability to thrive in a fast-paced, team-oriented environment.
Independent thinker, adaptable, and able to self-manage without constant supervision.

PREFERRED QUALIFICATIONS

Experience in the medical, healthcare, or biotech industries.
Experience with HIPAA compliance and confidentiality standards.
Familiarity with Customer Resource Management (CRM) systems (Zendesk is a plus).
Strong relationship-building skills with a service-first mindset.
Exceptional organizational and time management skills.
Advanced computer skills: Microsoft Office 365, Google Workspace, Excel.

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Customer Experience Advocate