Provider Relations Representative

Provider Relations Representative

Exagen is a patient-focused and discovery-driven life sciences company dedicated to transforming the care continuum for patients suffering from debilitating and chronic autoimmune diseases. Our goal is to enable rheumatologists to improve care for patients through the differential diagnosis, prognosis, and monitoring of complex autoimmune and autoimmune-related diseases, including lupus and rheumatoid arthritis. By leveraging our proprietary Cell-Bound Complement Activation Products, or CB-CAPs, technology, we help get to the real cause of a patient's symptoms and guide their journey to improved health.

We are seeking a qualified customer service professional to join our team as a full-time Provider Relations Representative. Reporting to the Provider Relations Supervisor, this role is responsible for resolving test order deficiencies and obtaining missing information to ensure timely processing of specimen referrals.

Location note: This position requires on-site work at our Carlsbad office. Candidates must live within commuting distance.

The schedule for this position has a hybrid schedule of on-site Monday, Wednesday, and Thursday, and work from home Tuesday and Friday with a start time between 6:30 AM and 7:30 AM TBD.

Responsibilities

• Follow up with medical office personnel to obtain missing and/or deficient test order information.
• Whenever there are interactions with customers, strive to always provide an excellent customer experience.
• Maintain customer logistics both reactively and proactively.
• Maintain all departmental call and deficiency resolution metric goals.
• Assess laboratory requisitions and all accompanying documents to determine the most efficient and least intrusive strategy for resolving test order deficiencies.
• Responsible for sending faxes and placing outbound phone calls to medical personnel for the purpose of obtaining missing information that is critical for the processing of laboratory test orders.
• Record all test order updates in LIMS in compliance with regulatory requirements and establish internal procedures for data management.
• Assist in coordinating a draw lab for patients and clients via our TelAVISE Program. This includes ensuring necessary supplies are made available and all documents are complete and correct
• Endorse established rules of business email etiquette.
• Approve, update, edit and create records in CRM customer database. Document all changes and deactivations with great diligence.
• Accurately reconcile monthly invoices with vendor partners.
• Speak with internal and external customers in a courteous, friendly and professional manner.
• Demonstrate a fundamental understanding of the preanalytical requirements for AVISE testing. This includes a working knowledge of the specimen collection procedure, sample preparation, logistics and viability requirements for testing.
• Adhere to HIPAA Privacy Rule provisioning and professional code of conduct as outlined in the Exagen Employee Handbook.

Qualifications

Minimum Qualifications:

• High school diploma is required. Bachelor's degree or some postsecondary education in biotechnology, healthcare or other scientific discipline is beneficial but not a requirement for consideration.
• Ability to work Monday to Friday (full time) and requires the ability to work a flexible schedule and overtime hours as needed.
• 1-3 years' experience in a customer facing role, preferably within the biotech industry or commercial laboratory environment -OR- equivalent education.
• Working knowledge of Microsoft Office Suite: Word, Excel (navigation, filtering and sorting is sufficient) and Outlook.
• Strong preference for candidates with prior experience using a CRM system and/or LIS.
• Familiarity with domestic shipping guidelines, package tracking and time in transit is a plus.

Preferred Qualifications:

• Bilingual (English/Spanish)
• Must be meticulous and detail oriented with strong recordkeeping skills.
• Able to manage competing priorities with great efficiency.
• Excellent written and verbal communication skills.
• Attention to detail. Work must be performed with diligence and a high degree of accuracy.
• Self-starter capable of solving complex problems with a great deal of autonomy.
• Demonstrate a strong work ethic, willingness to learn and ability to adapt to change.

Pay range: $24 - $26/hr