Diagnostics Customer Service Specialist

Diagnostics Customer Service Specialist Bedford, MA (on-site) Job Summary Quanterix is a global leader in ultra-sensitive biomarker detection, enabling breakthroughs in disease research, diagnostics, and drug development. Its proprietary Simoa technology delivers industry-leading sensitivity, allowing researchers to detect and quantify biomarkers in blood and other fluids at concentrations far below traditional limits. In 2025, Quanterix acquired Akoya Biosciences, adding multiplexed tissue imaging with single-cell resolution to its portfolio. Together, the company offers a uniquely integrated platform that connects biology across blood and tissue, advancing precision medicine from discovery to diagnostics. We are seeking a detail-oriented and customer-focused individual to join our customer service operations team as a Diagnostics Customer Service Specialist (Dx CSR). The Dx CSR serves as a key point of contact between the diagnostic laboratory and its clients, including healthcare providers, commercial partners, patients, and internal stakeholders. This role is responsible for delivering accurate, timely, and professional support related to test orders, specimen status, results inquiries, supply orders, system access, and general service issues. Your work will directly support patient care by ensuring that all samples are correctly identified, documented, and prepared for testing according to regulatory and quality standards. Responsibilities Perform accurate data entry of patient demographics, test orders, provider information, and insurance details. Support daily laboratory operations, including sample tracking, chain of custody, check‑in status, troubleshooting discrepancies, and scanning paper forms into digital copies. Ensure sample shipments are delivered on time to the lab and facilitate transfer of specimens when required. Communicate with healthcare providers and internal departments to resolve missing or incomplete information. Track and resolve customer issues, including rejected specimens, missing information, or data discrepancies, documenting outreach and resolutions in the CRM tools. Assist clients with order entry issues, cancellations, and data correction. Coordinate with internal departments (accessioning, logistics, billing, laboratory operations) to resolve client concerns. Respond to internal and external inquiries via phone and email in a timely and professional manner regarding specimen status, test requirements, and processing timeline. Provide accurate information regarding test offerings, sampling requirements, turnaround times, and result reporting. Maintain data accuracy and alignment between CRM tools and customer‑facing interface. Maintain strict adherence to HIPAA and other data privacy regulations to preserve patient privacy, confidentiality, and data quality. Basic Qualifications 2–5 years of work experience in customer service or a customer‑facing role, preferably in healthcare, diagnostics, or laboratory environment. High level of computer literacy, including Excel, Outlook, Word, etc. Excellent typing and data entry accuracy. Preferred Qualifications Bachelor's Degree preferred. Previous experience working in a healthcare, clinical laboratory, or diagnostic services setting. Experience with laboratory information systems (LIMS), electronic medical records (EMR), and Salesforce.com. Familiarity with medical terminology, test ordering processes, and specimen handling. Competencies Strong verbal and written communication skills. Excellent problem‑solving and conflict resolution abilities. Self‑motivated and collaborative; capable of working independently and with others to follow through on assigned tasks. Ability to work in a fast‑paced, high‑volume environment, managing multiple priorities simultaneously. Empathy and professionalism when interacting with healthcare providers and patients. Strong attention to detail and ability to follow standard operating procedures (SOPs). Benefits Competitive compensation and 401(k) plan with employer match, comprehensive health, dental, and vision benefits for employees and their dependents, unlimited vacation policy for exempt employees and generous PTO for non‑exempt employees, equity, employee stock purchase plan, performance bonus, financial counseling/planning, tuition assistance, a free state‑of‑the‑art onsite fitness center, and daily free snacks and drinks for onsite employees. Equal Opportunity Employer Quanterix is an Equal Opportunity Employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Quanterix will make reasonable accommodations for qualified individuals with known disabilities in accordance with applicable law. #J-18808-Ljbffr Quanterix