Intake Coordinator I Oncology - Customer Support

Job Title: Intake Coordinator I Oncology

At Caris, we understand that cancer is an ugly word-a word no one wants to hear, but one that connects us all. That's why we're not just transforming cancer care-we're changing lives.

We 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.

But our mission doesn't stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare-driven by innovation, compassion, and purpose.

Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins.

Position Summary

The Intake Coordinator I Oncology acts on behalf of Caris as the first touch point for all oncology clients' requests for molecular testing. Responsible for the creation of electronic orders utilizing the Caris laboratory information system, and the initiation of the specimen acquisition process. This position plays a crucial role in ensuring a timely and efficient process of procuring material for the Caris laboratory. Intake Coordinators respond to internal and external inquiries, and other support needs, and analyze all inbound supplemental documentation for existing patient cases awaiting missing information for case activation. Considerable independent judgment is required to carry out assignments that have a significant impact on clients and their patients.

Job Responsibilities

• Meets all deliverables and goals set by department.
• Meets all regulatory agency requirements as they pertain to job function.
• Maintains accurate and complete documentation in client and patient records in order to continuously improve the customer service process and meet regulation requirements.
• Reviews incoming documents and determines action needed for information received.
• Utilizes multiple computer-based systems simultaneously, such as Office 365 applications, Salesforce, laboratory information system, etc. to organize client and patient documentation for processing and filing.
• Processes cases from documentation to setup within laboratory information system.
• Gathers, analyzes, and enters data according to documentation received from oncology- and pathology-related organizations.
• Coordinates with pathology departments nationwide for specimen procurement and shipment.
• Exercises problem-solving and analysis skills to rapidly solve specimen and case discrepancy issues.
• Facilitates timely and accurate resolution of case discrepancies for missing information.
• Analyzes testing information submitted via Caris requisitions.
• Reviews diagnostics of pathology material to vet adequacy for testing.
• Investigate and interpret patient case status by reviewing notations made by laboratory and other departments.
• Professionally communicates with other operational groups including pathologists, clinicians, clients and other integral departments as needed to facilitate customer needs.
• Serves as client support for medical, technical, sales and support services providing timely resolution to client issues via email and fax.
• Supports requests for shipments of supplies, pathology materials, specimens, reports, etc.
• Responds and facilitates communication to clients relating to case concerns or issues.
• Demonstrated attention to detail and is organized and able to prioritize duties.
• Willingness to learn and understand the complexity of precision medicine industry and business.
• Drive for Results (Service, Quality, and Continuous Improvement) Ensure procedures and processes are in place that lead to delivery of quality results and continually reassess their effectiveness to achieve continuous improvement.
• Communication Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization in order to achieve the desired results.
• Teamwork Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.
• Customer Service Focus Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations.

Required Qualifications

High School diploma or equivalent required

One 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.

Conditions of Employment: Individuals must successfully complete pre-employment process, which includes criminal background check, drug screening, and reference verification.

Preferred Qualifications

Understands HIPAA and importance of privacy of patient data.

Proficiency in medical and healthcare terminology.

Experience with both hands-on and phone-based support of PC based hardware, Windows operating systems, and productivity software, specifically Word, Outlook, customer relationship management applications and general working knowledge of Internet for business use.

Associate or bachelor's degree preferred.

Experience in a physician office environment, hospital environment, or other health care setting preferred.

Physical Demands

This role involves extensive computer-based tasks and requires working at a computer for the majority of the workday.

Must possess ability to sit and/or stand for long periods of time.

Must possess ability to perform repetitive motion.

Ability to lift up to 30 pounds.

Training

All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.

Other

This position requires periodic travel and some evenings, weekends and/or holidays.

This position offers a hybrid work schedule for eligible employees.

Conditions 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.

This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Caris 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.

Caris Life Sciences is a leading innovator in molecular science and artificial intelligence focused on fulfilling the promise of precision medicine through quality and innovation.

Caris is committed to quality and excellence at our state-of-the-art laboratories. Learn more about our tissue lab and the advanced technologies that are helping improve the lives of cancer patients.