Regional Customer Support Specialist

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Regional Customer Support Specialist in the United States.

This role plays a key part in delivering high-quality customer support within a fast-paced healthcare diagnostics environment, ensuring smooth ordering processes and timely delivery of critical test results. The Regional Customer Support Specialist acts as a primary point of contact for medical professionals, patients, and internal stakeholders, helping resolve inquiries, manage escalations, and maintain strong service levels. This position requires a high level of accuracy, responsiveness, and empathy when handling sensitive healthcare-related information. It also involves close collaboration with sales and operational teams to ensure efficient coordination across the customer journey. The role is ideal for a detail-oriented professional who thrives in a structured yet dynamic environment and enjoys problem-solving in a customer-facing setting.

• Serve as the primary point of contact for customer and sales-related inquiries, ensuring timely and accurate responses
• Manage end-to-end communication with healthcare providers, patients, and internal teams to resolve order and service issues
• Monitor and ensure timely processing of laboratory orders and delivery of test results in line with service standards
• Address missing or incomplete information to prevent delays and ensure smooth order completion
• Communicate delays, cancellations, or sample issues and coordinate necessary follow-up actions such as redraws
• Investigate and resolve escalated issues, clearly documenting root causes and corrective actions
• Maintain accurate records of all customer interactions, updates, and follow-ups in internal systems
• Collaborate with cross-functional teams including sales, operations, and support functions to improve service delivery
• Ensure adherence to HIPAA, PHI, and other regulatory compliance requirements in all interactions
• Support additional projects and operational tasks as business needs evolve

Requirements:

• 2–5 years of experience in customer support, healthcare operations, or a related client-facing role
• Strong understanding of customer service principles, escalation management, and issue resolution
• Experience working in healthcare, diagnostics, or regulated environments is highly preferred
• Excellent communication skills, both written and verbal, with strong attention to detail
• Ability to manage multiple priorities and work efficiently in a fast-paced environment
• Strong problem-solving and analytical skills with a focus on root cause identification
• Experience with CRM systems, customer support platforms, or laboratory information systems is a plus
• Proficiency in Google Workspace and strong typing, grammar, and documentation skills
• Ability to remain professional and composed in high-pressure or escalated situations
• Strong adaptability, teamwork mindset, and self-driven work ethic
• Bilingual abilities are a plus

Benefits:

• Competitive hourly compensation ranging from $21 to $23 per hour
• Comprehensive medical, dental, and vision insurance coverage
• 401(k) retirement savings plan with employer contribution
• Paid time off and company holidays
• Wellness programs and additional employee support benefits
• Exposure to a leading global healthcare diagnostics organization
• Opportunity to contribute to improving patient care and clinical outcomes
• Inclusive and mission-driven work environment focused on innovation in healthcare