Client Services Associate, San Diego, California

The Position:

The Client Services Associate will be a key supporter to the Client Services Team. Their primary responsibility will be to provide world-class service and support to the Client Services Team, doctors, and patients. This role requires excellent customer service skills, a kind and compassionate approach to problem solving along with a great attention to detail. It is vital that this person have the intellectual fortitude to manage an issue and see it through to its conclusion.

(This is a hybrid, full time position based out of our San Diego office with a schedule of Monday - Friday, 8AM -4:30 PM.)

Key Responsibilities:

• Interact and directly assist Client Services Specialists, Lab staff, and Billing Specialists as appropriate
• Procure tissue samples from pathology labs
• Completes follow up calls for pending procurement cases
• Creates Kit Requests and Sample Return Requests for inquiring procurement facilities
• Manages the Customer Support Outlook Inbox and routes emails appropriately
• Interact with specialists and lab partners to resolve issues that arise
• Ensure client and patient feedback is thoroughly documented
• Enter test requisition data into LIS system and/or Salesforce
• Learning and applying knowledge of testing, operations, sales strategies, and customer support philosophies
• Navigating efficiently through, or having familiarity with, various laboratory information systems (LIS) and having proficiency in Microsoft Office products (Excel, Word, Access, and PowerPoint)
• Resolving service problems by clarifying the customers’ complaint; determining the root cause; selecting and explaining the best solution to solve the problem; expediting corrections or adjustments; following up to ensure resolution
• Assisting in the development of procedures to meet client satisfaction in all areas of responsibility
• Independently handling routine transactions, making decisions, and resolving routine problems by working directly with sales reps, medical team, operations team, clients, and patients
• Empathizing with, actively listen to, and dealing sensitively and professionally with internal and external customers
• Ensuring all work is performed in accordance with local, state, and federal regulations and company policies/procedures
• Other duties as assigned

Who You Are:

• Two years experience working in a medical or health care related industry
• A working knowledge of general office duties
• Managing High Volume Outbound Calls
• Enthusiasm and an entrepreneurial spirit
• Excellent verbal and written communication skills

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