Laboratory Customer Care Representative I

Customer Care Representative

The Customer Care Representative's primary objective is to ensure all customers receive the best level of customer service throughout the entire customer experience when dealing with an Agendia representative. An RAR1 serves as an internal and external resource for all customer needs related to product information, patient related inquiries, client supplies, billing inquiries and as an internal support agent to the commercial team for prospective and existing client needs. The RAR1 shall treat all client interactions with the highest-level of professionalism, energetic and have excellent verbal and written communication skills. The RAR1 shall follow all regulatory guidelines according to Agendia's Quality Assurance program and HIPAA compliance since dealing with Patient Health Information (PHI).

Reports to Regional Account Manager. Cooperates with all departments across the organization. Participates in department meetings, project meetings, working groups, and project groups.

Essential Duties and Responsibilities include ensuring all Customer Care Policies and Procedures are followed, handling all external and internal client inquiries, requests and concerns timely and with the highest level of professionalism, accurately entering and maintaining all required patient and customer data into the various systems utilized in the Customer Care department, responsible for in-bound and out-bound telephone calls, responsible for monitoring and resolving deficiencies within 2 working days, review Therapak orders on a daily basis and ensure all client supply orders are processed and shipped out timely, participate in the "Meet and greet" and "Ride Along" program with Oncology Sales Specialists (OSS) when applicable, tracking and monitoring of samples from pick-up to report delivery within the assigned territory, responsible for timely retrieval of patient sample block requests from clients and OSS, establish and maintain excellent communication with OSS's in your assigned territory and ensure OSSs' are informed of any potential client issues that may be encountered in a timely fashion, coordinate with the OSS in your assigned territory a formal introduction to a new client within one week of first sample reported and establish relations with client, submit block requests to path labs same working day as request are received, direct contact with top Clients bi-monthly to follow up on issues or questions, assist Commercial team with New Account set up in Sales Force, assist Commercial team with Portal set up in Sales Force, performs other related duties as required or assigned.

Key Contacts include internal departments within the company and external contacts are not applicable.

Education and Experience Requirements include a High School Diploma or equivalent, 2 + years related experience, experience with Microsoft Office (especially Outlook, Word, and Excel), experience with Windows Operating System environment and web applications.

Knowledge, Skills and Abilities (KSA's) include understanding of general laboratory techniques, comprehension of a body of information acquired by experience or study, a present, observable competence to perform a learned activity, competence to perform an observable behavior, punctual, able to be flexible with schedule, professional phone demeanor, high level of accuracy and attention to detail, ability to work with multiple systems (software), ability to adapt to changing procedures, policies and work environment, ability to work in a fast paced team environment, effective written and verbal communication.

Desired Skills include a Bachelor's Degree (preferred), knowledge of Customer Care principles within the healthcare/lab industry, insurance and billing principles within the medical industry.

Supervisor Responsibilities include this position requires no supervisory responsibilities.

Privacy Notice: Employees must not be classified as an excluded individual who is prohibited from participation in any Federal health care program.

Working Environment establishes ADA (Americans with Disabilities Act) requirements. Environment/Safety/Work Conditions include general office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Maintains a clean, neat, and orderly work area. Adheres to Department Specific Safety Guidelines.

Travel: No travel is required.

Other duties as required.