Customer Care Specialist
New
V
VeracyteCancer diagnostics
For candidates working remote (US)Full-TimeJunior
SalaryFor candidates working remote (US), the range is $28.00 - $31.00.
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Job Details
- Experience
- 2+ years of experience in customer service within healthcare, biotech, or laboratory settings
- Required Skills
- SalesforceCustomer serviceCRM
Requirements
- Have 2+ years of customer service experience in healthcare, biotech, or laboratory settings.
- Bring oncology experience preferred.
- Have a bachelor's degree (B.A. or B.S.) preferred; relevant experience may be considered in lieu of the education preference.
- Understand effective order and case management practices.
- Be familiar with CRM tools, preferably Salesforce.
- Demonstrate strong organizational and time-management skills to prioritize tasks, handle multiple projects, and meet deadlines.
- Use analytical skills to evaluate data, trends, and customer feedback and identify improvement opportunities.
- Demonstrate active listening, empathy, and problem-solving skills.
- Have a track record of managing orders and cases with high-performance outcomes.
- Adapt to evolving business needs and industry trends with a solution-focused approach.
- Demonstrate ability to partner with a Sales team to drive growth and customer retention.
- Demonstrate or acquire understanding of PHI protection, HIPAA compliance standards, and established laboratory procedures.
Responsibilities
- Manage and monitor orders and cases from submission to completion, ensuring timely resolutions and clear customer communication.
- Contact physician offices by phone, fax, email, and other channels to resolve order issues.
- Respond to inbound calls, resolve customer inquiries, and provide support.
- Partner with the Sales team to anticipate customer needs and support growth and customer retention.
- Collaborate with Sales, Laboratory, and Billing teams to resolve issues and improve the customer experience.
- Collect and analyze customer feedback and trends.
- Share insights with relevant teams and develop strategies for continuous improvement.
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