Job Description:

Customer Success Representative

Job Locations

US-AZ-Phoenix

Summary of Major Responsibilities

Operating independently, the Customer Success Representative (CSR) provides excellent customer service through interactions with patients, potential clients, and physicians by providing and processing information in response to inquiries, concerns, and requests about testing and services. The CSR will be accountable for end-to-end support of client needs and solutions.

Essential Duties and Responsibilities

Include, but are not limited to, the following:

Answer all incoming phone calls and respond to customer requests; direct all incoming calls to appropriate departments, as necessary.
• Identify, research, and resolve customer issues and complaints.


• Assist and communicate with patients and healthcare providers via phone and emails while making appropriate documentation in the CRM system.


• Add and maintain release documents for multiple facilities to ensure smooth process for future use from the same location.


• Partner with internal laboratory departments to ensure completeness and timeliness of all ordered testing.


• Develop and maintain a collaborative working relationship with all internal and related contacts, as needed; including physicians, teammates, and healthcare team members involved in the care of the patient.


• Partner across the organization to successfully execute client and/or partner management.


• Enter kit orders for physicians and patients; including notes and any other appropriate information, as requested.


• Resolve problems with shipping department regarding kit order issues.


• Send updates to patients and physicians as directed. Participate in multiple projects simultaneously, must multi-task.


• Track down and send reminders regarding samples for ordered tests.


• Display a continual positive and professional attitude in all circumstances and care for customer requests with the utmost respect and compassion.


• Excellent oral and written communication skills; very good writing and proofreading capabilities.


• Excellent attention to detail, eye for quality, and organizational skills.


• Excellent analytical ability to gather and summarize data for reports, find solutions to various administrative problems, and prioritize work.


• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.


• Support and comply with the company's Quality Management System policies and procedures.


• Regular and reliable attendance.


• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.


• Ability to work on a computer and phone simultaneously.


• Ability to use a telephone through a headset.

Qualifications

Minimum Qualifications

• High School Diplomaor General Education Degree (GED).


• 1+ years of customer service experience.


• Demonstrated problem solving skills with a mindset towards solutions.


• Demonstrated strong data entry skills.


• High degree of proficiency and learning agility as it relates to databases and software applications, as well as use of Microsoft Office programs.


• Authorization to work in the United States without sponsorship.


• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

• 1+ years of experience working in a health insurance environment with a focus on billing.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request.