The Customer Care Associate provides world-class service to health care providers, patients, and public. This role will primarily receive inbound calls and place outbound calls to the health care providers, patients, and other clients.
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Essential Duties and Responsibilities
Maintain current client information.
Place outbound calls for test process support.
Answer and respond to incoming calls and other inbound contacts.
Identify and escalate the priority issues.
Document all information in accordance with the standard operating procedures (SOP).
Recommend changes to ensure high-quality customer service.
Stay current with relevant guidelines and policies for medical devices; including, but not limited to, the health insurance portability and accountability act (HIPAA) and medical device reports.
Ensure compliance with all company procedures and guidelines; including, but not limited to, the code of business conduct and ethics.
Stay current with the relevant guidelines and policies for medical billing.
Meet standards for production and accuracy within three months of shift date.
Perform all the job duties in accordance with the customer care center policies and procedures.
Conducts themselves in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and other clients.
Excellent verbal and written communication skills.
Ability to work in a team environment.
Ability to adapt to changes in workload and circumstances effectively.
Ability to respond to new information quickly.
Ability to stay focused on a task and work independently.
Apply excellent problem-solving abilities.
Apply strong organizational skills.
Apply excellent interpersonal skills.
Ability to maintain a positive attitude.
Ability to interact and build strong professional relationships with customers and peers at all levels of the organization.
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.
Maintain regular and reliable attendance.
Ability to act with an inclusion mindset and model these behaviors for the organization.
Ability to work designated schedule.
Ability to work nights and/or weekends, as needed.
Ability to work overtime, as needed.
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.
Ability to listen and speak on the telephone and write simultaneously.
Ability to operate telephone system and computer keyboard and printer.
Ability to use near vision to view samples at close range.
May be exposed to hazardous materials, tissue specimens, and instruments with moving parts, lasers, heating and freezing elements, and high-speed centrifugation.
You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.
Qualifications
Minimum Qualifications
2+ years of customer service experience with an inbound and outbound contact center in the healthcare industry.
Demonstrated knowledge of customer service principles and practices.
Demonstrated ability to complete all assigned duties in a timely manner.
Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
Authorization to work in the United States without sponsorship.
Preferred Qualifications
High School Diploma or General Education Diploma (GED).
Previous work in a laboratory environment.
Demonstrates initiative and willingness to continuously improve processes.
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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.
