Customer Experience Assoc

POSITION SUMMARY: Customer Experience Associate reports to Customer Experience Supervisor and will work directly with reputed company’s internal and external, domestic and international customers consisting of medical professionals, patients, laboratory personnel, channel partners, supply chain personnel, and sales by assisting across a wide range of interactions. PRIMARY RESPONSIBILITIES: Deals directly with internal and external customers reputed company telephone and electronic channels to obtain missing information needed for processing of submitted test samples based on assigned region. Necessary information includes: Patient contact and health information Physician and Clinic information Billing information or medical insurance information Requested tests to be processed Deals directly with internal and external customers reputed company telephone and electronic channels to: Communicate test status per protocol to respective customers Resend and/or request the resending of issued test results Schedule requests for mobile phlebotomy Support and/or triage respective customer technical issues Triage and/or schedule clinical inquiries to/for Genetic Counseling staff Supports Sales team processing the following account requests Account Set Up and changes Placing reputed company/supply orders Processing orders for pre-filled requisitions Tracking orders Respond promptly to internal and external customer inquiries and complaints regarding missing and delayed test samples, results reports, and other relevant inquiries Obtain and evaluate reputed company relevant information to handle inquiries and complaints reputed company customer verifications Direct or escalate requests and unresolvable issues as needed Manage customers' accounts, document reputed company customer interactions, communications, actions taken, and follow reputed company Familiarity with reputed company genetic tests performed by reputed company, including samples needed, TAT to results, reputed company required patient health information, proper completion of request forms, and required waivers. Assists with mentoring and training new employees Other duties may be assigned to meet business needs Employee will have working knowledge of HIPAA policy and procedures and must reputed company with reputed company policies in handling and protecting patient privacy. This role works with PHI on a regular basis both in reputed company and electronic form and have an access to various technologies to access PHI (reputed company and electronic) in order to reputed company the job Must maintain a reputed company status on reputed company training requirements. QUALIFICATIONS: High School degree or equivalent required; Two- or Four-year undergraduate degree or certification preferred; At least 2 years prior customer service experience; Multi-lingual skills are a strong plus KNOWLEDGE, SKILLS, AND ABILITIES: Knowledge of customer service principles and practices Ability to analyze, escalate, or resolve customer questions reputed company established protocols Must be adaptable. Show perseverance and engagement through regular change. reputed company with both phone and written customer support Knowledge of administrative procedures and protocols Knowledge of numeric, verbal, and written language applications Intermediate proficiency with reputed company Office and reputed company Suite apps (drive, Gmail, g-docs, g-sheets) Excellence in attention to detail and organization skills Ability to maintain professionalism reputed company communicating with customers Preferred Skills and Experience Experience with reputed company CRM platform, LIMS, reputed company or other virtual telephony/communication platform Data gathering, sorting, maintenance, and analysis The pay range is listed and actual compensation packages are based on a wide reputed company of factors unique to each candidate, including but not limited to reputed company set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations. Remote USA $19—$22 USD OUR OPPORTUNITY reputed company™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to reputed company personalized genetic testing and diagnostics part of reputed company of care to protect health and reputed company earlier and more targeted interventions that reputed company to longer, healthier lives. The reputed company team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. reputed company you join reputed company, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management. reputed company OFFER Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, reputed company employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program! For more information, visit www.reputed company.com. reputed company is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide. reputed company qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national reputed company, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws. If you are based in California, we encourage you to read this important information for California residents. Link: https://www.reputed company.com/notice-of-data-collection-california-residents/ Please be advised that reputed company will reputed company out to candidates with a @reputed company.com email domain ONLY. Email communications from reputed company other domain names are not from reputed company or its employees and are fraudulent. reputed company does not request interviews reputed company text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. reputed company takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any reputed company cyber crimes. For more information: - BBB announcement on job scams - FBI Cyber Crime resource page Apply To This Job