Customer Care Specialist

The Position:

As a Customer Care Specialist, you will be the cornerstone of our customer care team. Your primary mission is to ensure that healthcare providers and patients receive unparalleled service and support. You will handle customer inquiries with empathy, professionalism, and efficiency. By actively collaborating with internal teams such as Sales, Laboratory, and Billing, you will resolve issues promptly and enhance the overall customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Order Management: Efficiently manage and monitor orders and cases from submission to completion, ensuring timely resolutions and clear communication with customers
• Physician Outreach: Perform outbound communication with physician offices through phone fax, email, and other channels to efficiently resolve order issues. 
• Inbound Calls: Address inbound calls with empathy and precision, by resolving customer inquiries and providing comprehensive support. 
• Collaboration: Partner closely with the Sales team to anticipate customer needs, drive growth, and enhance customer retention through proactive solutions and positive relationships. 
• Trend Analysis: Collect and analyze customer feedback and trends to develop actionable strategies for continuous improvement, sharing insights with relevant teams.  

Who You Are:

To perform this job successfully, an individual must be able to preform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

• A bachelor's degree (B.A. or B.S.) is preferred. Relevant experience may be considered in lieu of the education preference.
• 2+ years of experience in customer service within healthcare, biotech, or laboratory settings; oncology experience is preferred.
• Understanding of effective order and case management practices.
• Familiarity with CRM tools, preferably Salesforce.
• Strong organizational and time-management skills to prioritize tasks, handle multiple projects, and meet deadlines. 
• Analytical skills to evaluate data, trends, and customer feedback, identifying improvement opportunities and providing data-driven insights.
• Strong interpersonal skills, including active listening, empathy, and problem-solving. 
• Proven success in managing orders and cases with high-performance outcomes. 
• Flexibility to adapt to evolving business needs and industry trends with an agile, solution-focused mindet.
• Expertise in partnering with a Sales team to drive growth and customer retention. 
• Must demonstrate or acquire a comprehensive understanding of PHI protection, adhere to HIPAA compliance standards, and follow established laboratory procedures.

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