Client Experience Specialist

Client Experience Specialist

Fremont, CA

At Personalis, we are transforming the active management of cancer through breakthrough personalized testing. We aim to drive a new paradigm for cancer management, guiding care from biopsy through the life of the patient. Our highly sensitive assays combine tumor-and-normal profiling with proprietary algorithms to deliver advanced insights even as cancer evolves over time. Our products are designed to detect minimal residual disease (MRD) and recurrence at the earliest timepoints, enable selection of targeted therapies based on ultra-comprehensive genomic profiling, and enhance biomarker strategy for drug development. Personalis is based in Fremont, California.

Hybrid - Onsite on Monday & Tuesday Openings Available:

- Mon - Fri: 7:00am - 4:00pm

- Mon - Fri: 8:00am - 5:00pm

Summary:

As a Client Experience Specialist, you will be at the forefront of our commitment to providing excellent service as we grow our diagnostic business. You will play a key role in supporting the company's clinical testing operations by ensuring a seamless experience for both patients and oncology offices. Our client experience specialists are instrumental in managing the intake, coordination and follow up of test orders. You will be responsible for communicating with patients, physician's offices and pathology labs, as well as collaborating closely with key stakeholders including laboratory operations, clinical staff, patient billing and commercial functions.

The ideal candidate will demonstrate strong communication and organizational skills, as well as a commitment to delivering high quality service in a fast paced, patient centered environment. If you are passionate about improving the customer experience and thrive in a dynamic environment, we invite you to apply for the position of Client Experience Specialist.

Responsibilities:

• Manage inbound and outbound communication with patients, physicians offices and pathology labs using Salesforce/Service Cloud (CRM).
• Follow up with physicians offices to gather missing test requisition form information and document interactions ensuring accurate and complete case management and resolution.
• Coordinate timely procurement of tissue samples required for testing.
• Manage patient mobile phlebotomy appointments and specimen collection logistics.
• Provide support to patients by addressing questions and concerns regarding clinical testing.
• Communicate efficiently and clearly with customers regarding the status of testing and reporting.
• Collaborate with internal teams including accessioning, laboratory operations and clinical staff to ensure patient reports are delivered within expected turnaround times.
• Partner with the clinical sales team to provide customer support and address inquiries.
• Work closely with the billing team to obtain patient medical records and insurance.
• Monitor and resolve any service related issues, proactively escalating to management as needed.
• Ensure accurate and complete data entry into Salesforce, LIMS (Laboratory Information Management Systems) and the clinical ordering portal.
• Contribute to continuous improvement efforts and participate in special projects or initiatives as assigned.

Requirements:

• Bachelor of Science or related degree is preferred. A minimum of 0-3 years of experience in a physician/patient facing role is required.
• Excellent verbal and written communication skills.
• Exceptional organizational and time management skills.
• Ability to manage multiple priorities in a results driven setting.
• Strong attention to detail and accuracy of information.
• Familiarity with clinical workflows, diagnostic testing or laboratory operations is a plus.
• Prior experience with Salesforce/Service Cloud, LIMS and G Suite preferred.

The hiring range for this position is $63,000 to $76,000 per year, which may factor in various geographic regions. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. Our full-time regular positions also include an annual performance-based bonus (or a sales incentive plan) and long-term incentive units (equity) provided as part of our compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the level and position offered.

Personalis is an equal opportunity employer and is committed to the full inclusion of all individuals. As part of this commitment, Personalis will ensure that persons with disabilities are provided with reasonable accommodations. If you need an accommodation to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your recruiter know, if/when they contacts you.

Protecting Our Candidates: At Personalis, we value your security. Please note that all official correspondence from our team will come exclusively from @ personalis.com email addresses. We will never ask for personal financial information or conduct interviews over text or chat platforms. If you receive a suspicious request, it is likely a scam. We are committed to a safe recruitment experience and actively work with authorities to investigate and prosecute cyber crimes targeting our community.

Personalis is an Equal Opportunity for Employer/Minorities/Females/Veterans/Disabilities.