Client Experience Specialist

As a Client Experience Specialist, you will be at the forefront of our commitment to providing excellent service as we grow our diagnostic business. You will play a key role in supporting the company’s clinical testing operations by ensuring a seamless experience for both patients and oncology offices. Our client experience specialists are instrumental in managing the intake, coordination and follow up of test orders. You will be responsible for communicating with patients, physician’s offices and pathology labs, as well as collaborating closely with key stakeholders including laboratory operations, clinical staff, patient billing and commercial functions. 

The ideal candidate will demonstrate strong communication and organizational skills, as well as a commitment to delivering high quality service in a fast paced, patient centered environment. If you are passionate about improving the customer experience and thrive in a dynamic environment, we invite you to apply for the position of Client Experience Specialist.

Responsibilities:

• Manage inbound and outbound communication with patients, physicians offices and pathology labs using Salesforce/Service Cloud (CRM).

• Follow up with physicians offices to gather missing test requisition form information and document interactions ensuring accurate and complete case management and resolution. 

• Coordinate timely procurement of tissue samples required for testing. 

• Manage patient mobile phlebotomy appointments and specimen collection logistics.

• Provide support to patients by addressing questions and concerns regarding clinical testing.

• Communicate efficiently and clearly with customers regarding the status of testing and reporting.

• Collaborate with internal teams including accessioning, laboratory operations and clinical staff to ensure patient reports are delivered within expected turnaround times. 

• Partner with the clinical sales team to provide customer support and address inquiries.

• Work closely with the billing team to obtain patient medical records and insurance. 

• Monitor and resolve any service related issues, proactively escalating to management as needed.

• Ensure accurate and complete data entry into Salesforce, LIMS (Laboratory Information Management Systems) and the clinical ordering portal. 

• Contribute to continuous improvement efforts and participate in special projects or initiatives as assigned. 

Requirements:

• Bachelor of Science or related degree is preferred. A minimum of 0-3 years of experience in a physician/patient facing role is required.

• Excellent verbal and written communication skills.

• Exceptional organizational and time management skills. 

• Ability to manage multiple priorities in a results driven setting. 

• Strong attention to detail and accuracy of information.

• Familiarity with clinical workflows, diagnostic testing or laboratory operations is a plus. 

• Prior experience with Salesforce/Service Cloud, LIMS and G Suite preferred.