Customer Care Specialist

🔥 16 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $28 - $31 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Veracyte, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

🏥 Healthcare

🧬 Biotechnology

⚕️ Healthcare Insurance

Healthcare • Biotechnology • Healthcare Insurance

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

• Ensure healthcare providers and patients receive service and support • Handle customer inquiries with empathy, professionalism, and efficiency • Manage and monitor orders and cases from submission to completion • Perform outbound communication with physician offices through phone, fax, email, and other channels to resolve order issues • Address inbound calls and provide comprehensive customer support • Partner with the Sales team to anticipate customer needs, drive growth, and enhance customer retention • Collect and analyze customer feedback and trends • Develop actionable strategies for continuous improvement and share insights with relevant teams • Collaborate with Sales, Laboratory, and Billing teams to resolve issues and enhance the customer experience

🎯 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 • Analytical skills to evaluate data, trends, and customer feedback • 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 • Expertise in partnering with a Sales team to drive growth and customer retention • Must demonstrate or acquire comprehensive understanding of PHI protection, HIPAA compliance standards, and established laboratory procedures

🏖️ Benefits

• Competitive compensation and benefits • Significant career opportunities • Inclusive workforce and workplace • Potential eligibility for additional discretionary bonuses/incentives • Potential eligibility for restricted stock units

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