Customer Care Specialist

🕒 5 days ago

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Veracyte, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Biotechnology • Healthcare Insurance • Pharmaceuticals

Veracyte, Inc. is a genomic diagnostics company focused on empowering clinicians with high-value molecular tests for diagnosing and treating cancer. The company provides a portfolio of genomic classifiers for various types of cancer, including thyroid, prostate, lung, breast, and bladder cancer, as well as interstitial lung disease. Veracyte's tests help clinicians and patients make informed decisions about cancer care by providing clear diagnostic and prognostic insights. The company's approach involves identifying unmet clinical needs and developing high-performance tests that are widely accessible globally through a CLIA and in vitro diagnostic-based model. Committed to elevating the standard of cancer care, Veracyte continues to expand its test portfolio and make significant contributions to the field of oncology diagnostics.

📋 Description

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

🎯 Requirements

• 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 mindset. • 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.

🏖️ Benefits

• Competitive compensation • Bonuses and incentives • Flexible working hours • Remote work options