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.
