Customer Support Associate

The role

You will coordinate with US labs and partners to resolve patient data, results, and order issues. You will manage a request queue and document outcomes to ensure teammates can act on them.

What you will do

• Calling US labs, mobile phlebotomy vendors, and other partners for answers
• Working the Tier 1 call-request queue and prioritizing by urgency
• Following SOPs precisely and flagging when escalation is needed
• Recording outcomes in templates accurately
• Following up persistently with labs until issues are resolved
• Flagging SOP gaps, repeated issues, or faster ways to get things done

Required qualifications

• 4+ years in a customer support, call center, or BPO, supporting US-based clients
• Experience making outbound calls to businesses and capturing information accurately
• Clear, confident, and professional on the phone in English, including with US-based businesses
• Ability to do structured, process-driven work
• Ability to handle sensitive patient health information with care and discretion
• Comfortable with tools like Pylon, Zendesk, and Slack

Nice to have

• US healthcare, lab, or medical billing experience
• HIPAA training
• Experience with billing disputes, refunds, or chargebacks

About the company

Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. They are a remote-first company of approximately 60 people.