Customer Success Advocate I - Oncology

divh2Customer Success Advocate/h2pAt Caris, we understand that cancer is an ugly worda word no one wants to hear, but one that connects us all. Thats why were not just transforming cancer carewere changing lives./ppWe introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: What would I do if this patient were my mom? That question drives everything we do./ppBut our mission doesnt stop with cancer. Were pushing the frontiers of medicine and leading a revolution in healthcaredriven by innovation, compassion, and purpose./ppJoin us in our mission to improve the human condition across multiple diseases. If youre passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins./ph3Position Summary/h3pA Customer Success Advocate (CSA) answers incoming customer phone calls and follows company policies to solve customer issues. The CSA will determine who else at Caris may help solve more complicated questions. The CSA provides the service necessary for customer needs to be met. As the first point of contact for many customers questions or concerns, the CSA provides accurate and helpful information to ensure customer satisfaction./ph3Job Responsibilities/h3ulliMeets all deliverables and goals set by department./liliMeets all regulatory agency requirements as they pertain to job function./liliAnswers incoming customer phone calls and takes appropriate action for each call according to Caris SOPs./liliMaintains customer satisfaction by maintaining a friendly, professional, and positive communication style./liliMaintains current knowledge of Caris products and services./liliUse company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input or information from another Caris department. Escalates issues quickly and professionally./liliAccurately records call details and takes action in the Caris LIS./liliBuilds strong customer relationships through client focus, professional demeanor, reliability and responsiveness./liliProfessionally communicates with various internal team members including laboratory operations, pathologists, clinicians and other integral departments, as needed, to facilitate customer needs./liliUtilizes laboratory information system and customer relationship management software to enter, gather, and analyze data./liliAssists as needed to perform other related duties and special projects as assigned by management./li/ulh3Required Qualifications/h3ulliHigh School diploma or equivalent required./liliOne to three years of experience in a customer support role where deductive reasoning is necessary and strong evidence of related service skill sets are required./liliKnowledge of HIPAA provisions and importance of privacy of patient data./liliExperience with both hands-on and phone based support of PC based hardware, Windows operating systems, and productivity software./li/ulh3Preferred Qualifications/h3ulliBachelors degree preferred./li/ulh3Physical Demands/h3ulliWill work at a computer a majority of the time./liliMust possess ability to sit and/or stand for long periods of time./liliMust possess ability to perform repetitive motion./liliAbility to lift up to 30 pounds./li/ulh3Required Training/h3ulliAll job specific, safety, and compliance training are assigned based on the job functions associated with this employee./li/ulh3Other/h3ulliThis position may require periodic travel and some evenings, weekends and/or Holidays./li/ulpConditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check (applicable for certain positions) and reference verification./ppThis job description reflects managements assignment of essential functions. Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time./ppCaris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability./p/div