Exact Sciences Corporation

Billing Customer Care Specialist

Job Locations US-WI-Madison
Req No.
2021-9110
Category
Customer Support
Type
Regular Full-Time

Summary of Major Responsibilities

The Billing Customer Care Specialist provides world class service to health care providers, patients and the general public. The Customer Care Specialist is responsible for outbound calls to patients and providers to provide clarification on our product, orders or to provide product instruction.

 

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Essential Duties and Responsibilities

  • Answer and respond to incoming calls and other inbound contacts.
  • Place outbound calls to follow up with patients, providers, and other clients.
  • Receive escalated calls from patients, providers, or insurance payers related to client accounts.
  • Provide customers with product and service information and route contacts to the appropriate resources.
  • Document all information according to standard operating procedures (SOPs).
  • Recommend changes to ensure high quality customer service.
  • Stay current with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.).
  • Ensure compliance with all company quality procedures and guidelines; including, but not limited to, the Quality Policy and the Code of Business Conduct and Ethics.
  • Ability to perform all job duties according to contact center policies and procedures in a timely and productive manner.
  • Ability to act in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and other clients.
  • Apply excellent verbal and written English communication skills.
  • Ability to apply knowledge of customer service principles and practices.
  • Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly.
  • Ability to stay focused on a task and work independently.
  • Ability to meet standards for production and accuracy within 3 months of start date in role.
  • 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 report to work on time and follow attendance guidelines.
  • Ability to work overtime as needed.
  • Ability to work designated schedule.
  • Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
  • Ability to listen and speak on the telephone and write simultaneously.
  • Ability to operate telephone system and computer keyboard and printer.
  • Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.
  • 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

  • High School Diploma or General Education Degree (GED).
  • 4+ years of customer service experience with demonstrated exceptional customer experience.
  • 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

  • Some college course work.
  • Experience in an inbound/outbound contact center in the healthcare industry.
  • Previous work in a laboratory environment.
  • Knowledge of contact center telephony and technology.
  • Demonstrated ability to initiate 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.

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