Caris Life Sciences
Client Communication Coordinator
Caris Life Sciences, Phoenix, Arizona, United States, 85003
Position SummaryThe Client Communication Coordinator role is responsible for efficiently and effectively managing the Customer Support Email Inbox. Ensuring all customer inbound documents, internal and external inquiries, concerns, and other support needs are addressed in a timely and satisfactory manner. This position plays a critical role in maintaining customer satisfaction and upholding our company's reputation for exceptional customer service. Considerable independent judgment is required to carry out assignments that have a significant impact on clients and their patients.
Job ResponsibilitiesMonitor the customer support email inbox for incoming physician orders, documents, and messages from internal and external customers.
Prioritize and categorize emails based on urgency and nature of the inquiry.
Respond promptly to customer inquiries with accurate and helpful information.
Review incoming documents and determine action needed for information received.
Maintain accurate and complete documentation in client and patient records to continuously improve the customer service process and meet regulation requirements.
Ensure responses to customer emails are consistently of high quality, professional, and align with company standards.
Work collaboratively with other customer support team members and departments to resolve customer issues, escalating them as necessary.
Professionally communicate with other operational groups including pathologists, clinicians, clients, and other integral departments as needed to facilitate customer needs.
Respond and distribute communication from clients relating to case concerns or issues.
Track and follow up on customer issues to ensure they are resolved to the customer's satisfaction.
Assist with the processing of documentation to prepare for case setup.
Analyze testing information submitted via Caris requisitions as part of the processing of documentation to prepare for case setup.
Investigate and interpret patient case status by reviewing notations made by laboratory and other departments, if necessary.
Conduct daily audits of inbound documentation received.
Maintain accurate and detailed records of customer interactions and resolutions.
Utilize multiple computer-based systems simultaneously, such as Office 365 applications, Salesforce, laboratory information system, etc. to organize client and patient documentation for processing and filing.
Required Qualifications
High School diploma or equivalent.
One to three years of experience in a customer support role.
Exceptional written and verbal communication skills.
Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.
Conditions of Employment: Individuals must successfully complete pre-employment process, which includes criminal background check, drug screening, and reference verification.
Preferred Qualifications
Associate or bachelor's degree.
Understands HIPAA and importance of privacy of patient data.
Experience in a physician office environment, hospital environment, or other health care setting preferred.
Physical Demands
Requires prolonged periods of computer-based work.
Must possess ability to perform repetitive motion.
Ability to lift up to 30 pounds.
Training
All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.
Other
This position requires periodic travel and some evenings, weekends and/or holidays.
May be required to work weekends/holidays.
This position offers a hybrid work schedule for eligible employees.
This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Job ResponsibilitiesMonitor the customer support email inbox for incoming physician orders, documents, and messages from internal and external customers.
Prioritize and categorize emails based on urgency and nature of the inquiry.
Respond promptly to customer inquiries with accurate and helpful information.
Review incoming documents and determine action needed for information received.
Maintain accurate and complete documentation in client and patient records to continuously improve the customer service process and meet regulation requirements.
Ensure responses to customer emails are consistently of high quality, professional, and align with company standards.
Work collaboratively with other customer support team members and departments to resolve customer issues, escalating them as necessary.
Professionally communicate with other operational groups including pathologists, clinicians, clients, and other integral departments as needed to facilitate customer needs.
Respond and distribute communication from clients relating to case concerns or issues.
Track and follow up on customer issues to ensure they are resolved to the customer's satisfaction.
Assist with the processing of documentation to prepare for case setup.
Analyze testing information submitted via Caris requisitions as part of the processing of documentation to prepare for case setup.
Investigate and interpret patient case status by reviewing notations made by laboratory and other departments, if necessary.
Conduct daily audits of inbound documentation received.
Maintain accurate and detailed records of customer interactions and resolutions.
Utilize multiple computer-based systems simultaneously, such as Office 365 applications, Salesforce, laboratory information system, etc. to organize client and patient documentation for processing and filing.
Required Qualifications
High School diploma or equivalent.
One to three years of experience in a customer support role.
Exceptional written and verbal communication skills.
Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.
Conditions of Employment: Individuals must successfully complete pre-employment process, which includes criminal background check, drug screening, and reference verification.
Preferred Qualifications
Associate or bachelor's degree.
Understands HIPAA and importance of privacy of patient data.
Experience in a physician office environment, hospital environment, or other health care setting preferred.
Physical Demands
Requires prolonged periods of computer-based work.
Must possess ability to perform repetitive motion.
Ability to lift up to 30 pounds.
Training
All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.
Other
This position requires periodic travel and some evenings, weekends and/or holidays.
May be required to work weekends/holidays.
This position offers a hybrid work schedule for eligible employees.
This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.