Dedicated Service Specialist - Precision Oncology

Responsibilities

• Act as the primary laboratory and billing liaison for dedicated precision oncology accounts.
• Work with Commercial Sales as soon as the target customer has been identified as a candidate for this process. Learn from all parties involved what the value proposition is that has been presented to that customer, as well as their key needs, to ensure a seamless transition. Understand all aspects of the Customer from the Commercial Team.
• Monitor tests in progress from order to specimen receipt, and specimen receipt to result, proactively communicating any delays or issues related to testing or tissue.
• Analyze account health data and metrics to proactively identify service gaps and opportunities for improvement.
• Partner with the commercial team to create account-specific communication plans, strategize critical account health, and support client business reviews.
• Engage with billing partners to ensure correct bill types, support claims and appeals by securing necessary documentation, and educate clients on billing requirements.
• Provide education and guidance to clients on clean order submission, specimen requirements, and lab processes to minimize service failures.
• Serve as a point of contact for technology needs, including supporting user access requests and new user enrollment for Quanum portals.
• Drive all issues to a complete and final resolution by collaborating effectively with cross-functional internal partners (Commercial, Logistics, Medical, Clinical, Hemepath, Customer Solutions, etc.).
• Assist with the preparation and support the commercial in the presentation of Customer Business Reviews, as required.
• Be physically present prior to and during the customer’s critical “go live” time. Travel can be as high as 25% working with the Commercial Sales team.
• Perform other duties as assigned to meet the business needs or customer requirements.
• This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

Required:

• Minimum three (3) to five (5) years of experience in technical customer service, healthcare client services, or a related field.
• Experience in oncology, pathology, or a related clinical field.
• Experience working with hospital, oncology clinic, and health system clients.
• Experience in a relationship-building role and or relationship management role.
• Experience collaborating with commercial sales teams and using Salesforce (SFDC) or a similar CRM.

Preferred Work Experience:

• Experience in oncology, pathology, or a related clinical field.
• Experience working with hospital, oncology clinic, and health system clients.
• Experience in a relationship-building role and or relationship management role.
• Experience collaborating with commercial sales teams and using Salesforce (SFDC) or a similar CRM.

Skills:

• Deep understanding of end-to-end specimen requirements and lab processes.
• Ability to communicate complex clinical and logistical issues clearly and concisely to various audiences.
• Strong critical thinking and problem-solving skills with the ability to analyze data to identify actionable insights.
• Excellent interpersonal skills with the ability to build effective relationships and serve as a trusted liaison for customers.
• Demonstrates persistence and grit to overcome obstacles and navigate a complex matrix organization effectively.
• Strong organizational and prioritization skills.
• Proficient with digital skills, including computer, PowerPoint, Microsoft applications, phone systems, chat, automation, and AI.

Work Environment:

• Hybrid onsite at the office, laboratory, and virtual remote.
• Travel required.

English required

Education:

• High school diploma or equivalent education (Required).
• Bachelor’s degree in Life Science, Business, or Customer Relations. (Preferred)

Benefits information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects – physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours.
• Best-in-class well-being programs.
• Annual, no-cost health assessment program Blueprint for Wellness®.
• healthyMINDS mental health program.
• Vacation and Health/Flex Time.
• 6 Holidays plus 1 "MyDay" off.
• FinFit financial coaching and services.
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service.
• Employee stock purchase plan.
• Life and disability insurance, plus buy-up option.
• Flexible Spending Accounts.
• Annual incentive plans.
• Matching gifts program.
• Education assistance through MyQuest for Education.
• Career advancement opportunities.
• and so much more!