Account Liaison III

3 weeks ago

Phoenix, United States Caris Life Sciences Full time
Position Summary

The Account Liaison III is the most senior level of the AL role and in addition to obtaining the requisition information required to begin Caris's testing, this role serves as a senior team contributor. This role is responsible for answering questions and providing peer-to-peer feedback and assistance around escalations and other territory related matters. This role is also assisting with the specimen acquisition process and communicating with clients throughout the Caris testing process. This position is assigned to support an individual territory with higher discrepancy caseload and is responsible for building relationships with the ACT teams and clients. Requires considerable independent judgment to complete assignments that have a significant impact on the clients' experience.

Job Responsibilities
  • Facilitates timely and accurate resolution of ninety or more case discrepancies per day.
  • Assist other team members with work as needed to ensure full completion of daily caseloads.
  • Evaluates clients' concerns, complaints, and trends to recommend changes and SOP updates.
  • Assist management in facilitating hurdles and meetings for team members.
  • Work with on-the-job trainees to be first point of contact for discrepancy and case management questions and provides refresher where needed.
  • Helps quality check new team members cases and calls up to the first 30-days out of training and report findings to supervisor and lead trainer.
  • Daily pull, tracks and report team members discrepancy numbers and left behinds
  • Pull and compile assigned territory and the team's month end numbers from Tableau.
  • Work with team members for territory coverage and task assignments
  • Meets all regulatory agency requirements, adheres to all internal SOPs and Job Aides.
  • Maintains accurate and complete documentation in client and patient records to continuously improve the customer service process and meet regulatory requirements.
  • Supports new case set up and case document management.
  • Provides support to the Regional Area Directors, Account Managers, Precision Medicine Initiative Directors, and Medical Science Liaisons for rapid resolution of client issues.
  • Builds strong customer relationships through client focus, professional demeanor, reliability, and responsiveness.
  • Responds to client inquiries regarding clinical data, referral tests, analysis, and test ordering requirements.
  • Exercises problem-solving and analysis skills to rapidly solve specimen and case discrepancy issues.
  • Helps facilitate the new client setup process.
  • Serves as client liaison for all medical, technical, sales and support services providing timely resolution to client issues.
  • Utilizes laboratory information system and customer relationship management software to enter, gather, and analyze data.
  • Provides initiative-taking communication to clients related to case concerns or issues.
  • Responsible for individual tasks and projects as defined by management.
  • Engages with internal client partners to identify growth opportunities.
  • Executes other activities as assigned by management.
Required Qualifications
  • High School diploma or equivalent required.
  • 1-2 years of existing Customer Support experience
  • 1-3 years of experience in a client services role where deductive reasoning is necessary and compelling evidence of related service skill sets is required.
  • Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.
Preferred Qualifications
  • 1-3 year's experience working in a customer support environment preferred.
  • 1-3 years Laboratory experience.
  • Bachelor's degree preferred.
  • 1-3 years of experience in a physician office environment, hospital environment, or other patient healthcare setting highly preferred.
  • Proficiency in healthcare and medical terminology required.
  • Knowledge of HIPAA provisions and importance of privacy of patient data.
Physical Demands
  • Will work at a computer majority of the time.
  • Must possess the ability to sit and/or stand for extended periods of time.
  • Must possess ability to perform repetitive motion.
  • Ability to lift thirty pounds.
Training
  • All job specific, safety, and compliance training will be assigned based on the job functions associated with this employee.
Other
  • This position requires periodic travel and may work evenings, weekends and/or holidays.
  • This position, if eligible allows a hybrid schedule after completing three months of employment.


Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check ( applicable for certain positions) and reference verification.

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.

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