Customer Care Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and track orders and cases from initiation to completion.

• Ensure prompt resolutions and maintain clear communication with clients.

• Conduct outbound communications with physician offices through phone, fax, email, and other methods.

• Handle inbound calls, resolve customer queries, and provide thorough support.

• Collaborate effectively with Sales, Laboratory, and Billing departments.

• Anticipate client requirements and improve customer retention through proactive measures.

• Gather and analyze customer feedback and trends.

• Create actionable strategies for ongoing improvement and communicate insights with relevant teams.

⛳️ Requirements

• Minimum of 2 years of experience in customer service within healthcare, biotech, or laboratory environments.

• Experience in oncology is preferred.

• Knowledge of effective order and case management techniques.

• Familiarity with CRM systems, ideally Salesforce.

• Excellent organizational and time-management abilities.

• Strong analytical skills for assessing data, trends, and customer feedback.

• Exceptional interpersonal skills, including active listening, empathy, and problem-solving capabilities.

• Proven track record in managing orders and cases with high-performance results.

• Ability to adapt to changing business needs and industry developments.

• Experience collaborating with a Sales team to promote growth and customer retention.

• Must either demonstrate or acquire a comprehensive understanding of PHI protection, HIPAA compliance regulations, and established laboratory protocols.

🏝️ Benefits

• Competitive salary and benefits package.

• Potential for additional discretionary bonuses/incentives.

• Availability of restricted stock units.

• Opportunities for career advancement and growth in a mission-driven environment.

• Commitment to an inclusive workforce and workplace.