Client Service Representative

Job Details

Level
Experienced

Job Location
Waltham, MA - Waltham, MA

Position Type
Full Time

Education Level
High School

Travel Percentage
Negligible

Job Shift
Day

Job Category
Customer Support/Service

Description

By joining Exosome Diagnostics, a Bio-Techne brand (NASDAQ: TECH), you will have an impact on future cutting-edge research. Exosome Diagnostics is a liquid biopsy company that harness the power of Exosomes as a multi-analyte component of Liquid Biopsies. By joining Bio-Techne, you'll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide.

The schedule for this position will be: M-F 8:30AM to 5:00PM EST, with a rotating 11:30AM-8:00PM shift M-F, overtime as needed.

POSITION SUMMARY

The responsibilities of this position are: the ideal candidate will be able to manage all customer care functions for a growing CLIA certified diagnostic company. This candidate will provide a high-quality experience for our customer base, which is comprised of physicians, patients, care providers and potentially other labs. We are seeking a highly motivated and resourceful person who will be responsible for providing direction of all call center and appropriate data entry operations. This candidate must be able to manage day-to-day business area activities, exhibit patience with incoming calls, interface with various team members within the company, and be dedicated to problem solving within a timely manner as the need arises.

ESSENTIAL FUNCTIONS

• Respond to customer requests via telephone or emails, providing a high level of customer service experience to all customers.
• Interface with Sales, CLIA lab staff, operations, and executive team.
• Offer timely contact and solutions to all incoming requests from patients, providers, and partners.
• Track responses and follow up with customers to ensure completion.
• Partner with sales and lab operations to ensure successful functions.
• Stay educated on Exosome Diagnostics offerings and services.
• Continually review processes to improve efficiency and customer experience.
• Participate in Laboratory compliance and quality plans on a regular basis to ensure regulatory obligations are met.
• Follow company policies and practices as outlined in all company resources, including, but not limited to, safety and compliance guidelines.
• Performs additional duties as assigned.

• High school diploma required. Bachelor's Degree preferred.
• Minimum of one (1) year working within diagnostics, medical device, biopharma, biotech, healthcare and related life sciences industry.
• Experience with customer care operations is required.
• Some process improvement experience within a diagnostics, medical device, biopharma, biotech, healthcare or related life sciences organization desired.
• Prior call center experience is highly preferred.
• Fluent in Spanish is highly preferred.

• Deep understanding of the challenges and requirements of running excellent customer care operations.
• Strong ability to analyze performance trends and operational metrics in an effort to identify and articulate performance issues and improvement opportunities.
• Track record of managing relationships and projects.
• Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style.
• Proven ability to analyze issues for root cause and fix them at the source.
• Must be able to make quick and concise decisions.
• Proficient in the use of computer applications and software, including Microsoft Word, Excel, and Outlook. Ability to handle multiple computer systems at one time.
• Working knowledge of SalesForce and laboratory information management system (LIMS) a plus.
• Diverse background that includes experience with, clinical labs, marketing, sales and product management is a plus.
• Has strong interpersonal interaction skills and demonstrable ability to work collaboratively at all levels within the Bio-Techne organization.
• Skilled in anticipating and resolving issues.
• Excellent attention to detail, time management and process management.
• Able to perform a wide variety of tasks and multi-task efficiently.
• Able to present professional demeanor.
• Customer service skills for interacting with patients regarding resolution of medical claims and payments.
• Ability to work well in a team environment.
• A calm manner, patience and professional behavior at all times while working with either patients, insurers, internal and external partners.
• Understanding of legal and ethical issues concerning patient confidentiality (HIPAA).
• Ability to handle high volume of work accurately and under stress and time constraints.
• Ability to view video display terminals < 18" away from face for up to 6 hours/day.
• Ability to sit and/or stand for up to 4 hours at a time.
• Ability to bend, reach, and lift up to 25 lbs.

• We offer competitive salaries along with extensive medical, vision, and dental plans for you and your family starting on day one!
• We invest in our employees' financial futures through 401k matching and an employee stock purchase plan.
• We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more.
• We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.
• We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.