Exact Sciences Corporation

Order Support Specialist

Job Locations US-CA-Redwood City
Req No.
2020-6361
Category
Customer Support
Type
Regular Full-Time

Summary of Major Responsibilities

The Order Support Specialist will be directly responsible for requisition receipt and intake of domestic fax orders, and for contacting physicians and other medical personnel when information on the order form is incomplete or unacceptable.

 

It is imperative that the Order Support Specialist has a demonstrated ability to work independently, but also functions effectively as a member of the team. Attention to detail, accuracy, and ability to focus are necessary qualities.

 

The Order Support Specialist must possess the skills to communicate professionally and effectively with all individuals, including external customers and internal employees. The impressions we create when we interact with our customers will play a significant role in successfully establishing favorable perceptions of the Company and its products.

Essential Duties and Responsibilities

  • Effectively manage multiple work lists daily, with minimal supervision.
  • Conduct a high volume of outbound inquiries to physicians and various other healthcare professionals for resolution on orders with missing data.
  • Contact various hospitals and pathology labs for specimen procurement.
  • Answer inbound phone calls directed to the Order Support Specialist (OSS)extensions and triage to our billing vendor (Quadax) when necessary.
  • Keep precise and clear documentation of all phone calls and follow up activities in our salesforce application (SFDC) according to the standard operating procedures (SOPs) and the customer service policy.
  • Index and assign incoming domestic faxes from Onbase platform to appropriate queues or personnel in SFDC.
  • Perform timely and accurate data entry of domestic fax orders received.
  • Conduct quality checks to certify accuracy of data entry.
  • Coordinate timely initiation of case creation and assign to designated queues or personnel.
  • Manage a variety of customer service outreach cases and ensure proper follow-up. 
  • Perform pathology set-ups and order kit boxes or requisition forms, as requested, by customers.
  • Administer other activities in SFDC; such as emailing, faxing, triaging, and/or resolving cases.
  • Work closely with the Sample Accessioning staff on case resolution and order management in accordance with SOPs.
  • Support field sales staff through email communication regarding pending cases and orders when necessary.
  • Partner with our reimbursement and billing vendor to coordinate information on payer requirements and benefits as needed.
  • Assist with building on existing customer base by providing the highest level of customer service and support.
  • Adhere to relevant SOPs pertaining to the data entry requirements for accessioning applications.
  • Provide assistance, information, and education to customers in accordance with department policies and HIPAA guidelines.
  • Model a culture reflective of our company core values; gain and maintain a thorough understanding of the Order Support Team policies, processes, and workflows.
  • Strong interpersonal and organizational skills.
  • Excellent listening, oral, and written communication skills.
  • Excellent professional telephone manner.
  • Strong detail and quality orientation.
  • Ability to identify contextual and typographical errors.
  • Sense of urgency and ability to multi-task.
  • Effective problem-solving skills.
  • Provides excellent customer service.
  • 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 designated schedule; flexibility with respect to working hours to accommodate East Coast customers.
  • Ability to work nights and/or weekends.
  • Ability to work overtime as needed.
  • Ability to lift up to 25 pounds for approximately 10% of a typical working day.
  • Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 100% of a typical working day.
  • Ability to work on a computer and phone simultaneously.
  • Ability to use a telephone through a headset.
  • Considerable periods of time may be spent concentrating and or analyzing data.
  • Considerable periods of time may be spent communicating verbally and in various written forms including presentation material and email with other people.

Qualifications

Minimum Qualifications

  • High School Diploma or General Education Degree (GED).
  • 2+ years of customer service experience.
  • Demonstrated ability to follow SOPs.
  • Proficient computer skills to include Internet navigation, Email usage, and word processing.
  • 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

  • Bachelor’s Degree in healthcare, science, or related field.
  • 2+ years of customer service experience in healthcare, laboratory, or pharmaceutical industry.

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.

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