Fortrea · 1 day ago
Client Service Representative
San Francisco CA
Full-time
Hybrid
Entry Level
$25/hr - $35/hr
2+ years expFortrea is a company seeking a Client Service Representative to join their team. This role involves working with physician offices, hospital laboratories, patients, and internal customers to ensure all client needs are met accurately and efficiently while providing a world-class customer experience.
Clinical TrialsHealth Care
Responsibilities
Act a liaison between Invitae|LabCorp, the customer base and patients
Be well-versed in all Invitae products, processes, and policies to effectively solve client inquiries and complaints over the phone or via email
Speak with customers in a courteous, friendly, and professional manner using protocol procedures
Inquire, clarify, and confirm customer requirements and understanding of the solution
Provide additional customer education and information as needed
Qualify and establish inbound new customers requesting Invitae|LabCorp's products and services
Work in multiple databases to research complex issues and questions
Respond to client inquiries within 24 hours
Assist in resolving order submission errors with clients
Participate in peer training, documentation of client feedback, relaying of feedback to drive improvement of customer satisfaction and business performance
Engage in continuous development through customer service training, individualized coaching, constructive feedback, and performance improvement initiative
Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance
Manage daily workflows by prioritizing tasks and ensuring timely completion within queue-based systems
Qualification
Required
High School Diploma or GED equivalent
2+ years' experience in a client-facing role, dedicated to exceeding client expectations through a customer-first approach
Previous experience in a call center or high-volume, phone-facing environment
General understanding of medical laboratory workflows, terminology, or test processes
Proficiency with Salesforce.com or similar CRM platforms
Proficiency with remote collaboration tools (e.g., Teams, Slack)
Proficiency with Microsoft Office
Excellent verbal communication skills, with the ability to explain information clearly and sensitively
Strong attention to detail and ability to navigate multiple systems simultaneously
High level of professionalism, reliability, and self-motivation
Excellent organizational and multi-tasking capabilities to effectively handle heavy inbound email and call volume
Enjoys problem-solving in a dynamic and rapidly changing environment
Strong flexibility and the ability to manage and adapt to changing priorities quickly
Skilled in computing fundamentals, basic technology troubleshooting, and ticket management
Preferred
Experience working in a healthcare, laboratory, or diagnostics environment
Experience handling healthcare-related calls, preferably supporting patients or medical providers
Familiarity with medical terminology or laboratory test ordering systems
Bilingual skills (Spanish/English)
Benefits
Medical
Dental
Vision
Life
STD/LTD
401(k)
Paid Time Off (PTO) or Flexible Time Off (FTO)
Tuition Reimbursement
Employee Stock Purchase Plan
Company
Fortrea
Fortrea is a provider of comprehensive Phase I through IV clinical trial management, clinical pharmacology, patient access solutions.
10001+ employees
H1B Sponsorship
Fortrea has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (14)
2024 (25)
2023 (6)
Funding
Current Stage
Late StageLeadership Team
Anshul Thakral
Chief Executive Officer
Agnieszka Gallagher
General Counsel, Chief Compliance Officer and Corporate Secretary
Recent News
Business Wire
2025-12-11
Fortrea Holdings Inc
2025-12-05
2025-12-05
Company data provided by crunchbase