Medical Lab Customer Service Rep I

Provides front-line customer service and clerical support in a medical laboratory setting. Follows set processes and procedures while ensuring confidentiality and compliance with university policy and legal regulations. Serves as the primary point of contact for clients assisting with service inquiries. Processes documentation ensuring accurate order entry and routes questions to appropriate lab personnel. Provides accurate information sharing regarding safe specimen handling, packaging, and submission procedures.

Percentage breakdown of Position Duties:

• 20% - Responds to customer inquiries regarding laboratory tests, services, and submission requirements.
• 20% - Provides accurate guidance on basic specimen handling, including labeling requirements, packaging standards, temperature considerations, and safety protocols.
• 20% - Identifies customer needs and directs complex or technical questions to appropriate laboratory staff or supervisors.
• 5% - Receives, verifies, and logs specimens; ensures proper documentation, chain of custody, and adherence to lab protocols.
• 5% - Reviews submission forms for completeness and accuracy.
• 5% - Maintains customer service logs, documentation, and communication records.
• 5% - Processes billing information, service requests, and routine correspondence.
• 5% - Monitors general email inboxes and phone lines for the laboratory.
• 5% - Maintains inventory of front-office supplies and specimen submission materials.
• Ensures compliance with legal regulations, university policies, and laboratory regulatory standards.
• 5% - Identifies issues with specimen integrity or incomplete documentation and takes corrective action following standard procedures.
• 5% - Uses judgment to escalate complex scientific, technical, or safety issues.

Knowledge normally acquired through a high school education; one to three years of progressively more responsible or expansive work experience in an administrative medical or laboratory setting; or an equivalent combination of education and experience. 

The ideal candidate for this position can multitask and prioritize while seeing tasks and projects through to completion. We are looking for a team member who communicates well with a wide range of audiences within the CVM, MSU, and beyond. A successful candidate will be a professional who is organized, does not sweat the small stuff, but also sees the details, and is able to remain calm, cool, and collected under pressure. The ideal candidate for this role will be team oriented, collaborative by nature, customer service focused, independent problem solver, and have a positive attitude, while maintaining a professional demeanor.

Ability to work in a fast-paced, time-limited group environment while maintaining high quality work standards; experience with basic Windows functionality and Microsoft office products including but not limited to, Excel and Word; ability to adapt easily to various software applications; excellent interpersonal, verbal and written communication skills; experience in a medical or veterinary work environment; customer service skills including telephone communication with clients/customers; experience in data entry; ability to type 46-60 words per minute; ability to function as a team member within and across multiple levels of operations; demonstrated work orientation that includes strong organizational and multi-tasking skills; ability to take initiative; working knowledge of university policies and procedures; ability to work with accuracy.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, age, disability or protected veteran status.

Resume, Cover Letter, and 3 professional References

Please provide the names and contact information (email and telephone number) for 3 professional references.

STANDARD 8-5

HTTPS://CVM.MSU.EDU/VDL

Advertised: Sep 23, 2026 Eastern Daylight Time
Applications close: Oct 6, 2026 Eastern Daylight Time

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