Customer Care Specialist

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Veracyte, Inc.

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501 - 1000 employés

Fondée en 2013

🧬 Biotechnologie

⚕️ Assurance santé

💊 Pharmaceutique

Biotechnology • Healthcare Insurance • Pharmaceuticals

Veracyte, Inc. est une entreprise de diagnostics génomiques qui se consacre à fournir aux cliniciens des tests moléculaires à forte valeur ajoutée pour le diagnostic et le traitement du cancer. La société offre un éventail de classificateurs génomiques pour divers types de cancer, notamment ceux de la thyroïde, de la prostate, du poumon, du sein et de la vessie, ainsi que pour les maladies pulmonaires interstitielles. Les tests de Veracyte aident les cliniciens et les patients à prendre des décisions éclairées sur les soins contre le cancer en fournissant des informations claires sur le diagnostic et le pronostic. L'approche de l'entreprise consiste à identifier les besoins cliniques non satisfaits et à développer des tests performants accessibles à l'échelle mondiale via un modèle basé sur les normes CLIA et les diagnostics in vitro. Engagée à élever le niveau des soins contre le cancer, Veracyte continue d'élargir son portefeuille de tests et de contribuer de manière significative au domaine des diagnostics en oncologie.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• Competitive compensation and benefits • Inclusive workforce fostering diverse backgrounds