Position Summary
The Customer Services & Business Operations Associate position is strategic to guarantee customer support and satisfaction of Caris molecular profiling services internationally. The associate manages patient cases for direct clients and B2B partners assuring a high-quality service across the time zones in a multicultural environment. This position combines multiple roles performed within the US Customer Support department such as Patient Navigator, Quality Assurance and Operational Support, augmented at international level by management and education of external partners. To track business growth, the Associate produces and delivers dashboards and reports performance to upper management and diligently evaluates any bottleneck to solve issues to deliver a premium customer experience. Considerable independent judgment is required to carry out assignments that have a significant impact on clients.
Job Responsibilities
- Ensures all regulatory agency requirements as they pertain to job function are met
- Manages and the maintenance of accurate and complete documentation of client and patient records to continuously improve the customer service process and meets regulations requirements
- Provides support to the distributors for rapid resolution of clinical issues arising from the field
- Builds strong customer relationships through client focus (Distributors, Oncologists and Patients), professional demeanor, reliability, and responsiveness
- Manages inbound call volume for all internal and external clients
- Manages the logistics for shipments of supplies, materials, specimen, and other relevant matters arising Ad-Hoc
- Works to research and resolve problems in a timely manner while maintaining productivity standards and performance guarantees where applicable
- Coordinates with other operational groups including pathologists, clinicians, clients, and other integral department heads
- Utilizes laboratory information system and sales management software to enter, gather, and analyze data.
- Coordinates with pathology departments for specimen procurement and shipment.
- Supports data management standards within all systems, ensuring quality and accuracy.
- Manages external partners in different tasks such as but not limited to onboarding of new distributors or the training of new distributor employees for case handling through the entire process
- Identifies business opportunities from incoming requests trough customer service as well as data analytics
- Organizes and analyses commercial data determining the best way to enhance organizational competitiveness presenting it visually to managers and stakeholders.
- Produce and distribute performance dashboards
- Accepts other duties as assigned.
Required Qualifications
- Bachelor’s degree or higher or equivalent experience
- Three to five years of experience in a client services role where deductive reasoning is necessary and strong evidence of related service skill sets are required.
- Previous experiences in data and projects management
- Proficient in English is a must, another language is an asset
- Conditions of Employment: Individuals must successfully complete pre-employment process, which includes criminal background check, drug screening, and reference verification.
Preferred Qualifications
- 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
- Data Analytics – ability to analyze complex data and distill the essentials in a palatable way (story telling)
- Proactiveness - Drive for Results
- 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.
Physical Demands
- Will work at a computer some of the time as well as need to keep inventory and ordering records requiring the use of copiers, fax machines, and PDF scanners.
- Must possess ability to sit and/or stand for long periods of time.
- Must possess ability to perform repetitive motion.
- Ability to lift 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 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.
