Customer Support Representative

4 weeks ago

Aliso Viejo, United States Ambry Genetics Full time

** Customer Support Representative**

**Job Category****:** Customer Support **Requisition Number****:** CUSTO003004 Showing 1 location **Job Details**

**Description**

**JOB OVERVIEW**

The goal of the Customer Support Representative I is to assist with client requests, direct clients to the proper department when needed, retrieve and document verbal or written authorizations when required, and attach incoming documents to corresponding cases. The Customer Support Representative I is still growing within the role and requires some supervision.

**JOB RESPONSIBILITIES**

* Provide support to clients in a timely and professional manner.

* Retrieve inbound requests through a minimum of one channel, respond to the clients needs, or direct them to the appropriate party.

* Document client interaction within Ambry systems completely and thoroughly.

* Maintain follow-up work lists as assigned by the Customer Support Lead or Supervisor, able to work through and appropriately attach paperwork as submitted.

* Understand the set of structured questions and responses as they relate to the products Ambry provides and ask for assistance, as needed.

* Demonstrates two or more of the following skills and abilities:

* Organize and attach paperwork/data sent via email or fax to its corresponding case.

* Real-time direct client communication.

* Project ownership.

* Inter- departmental communication and coordination.

* Preliminary billing and insurance knowledge.

* Communicate intermediate knowledge of Ambry products and systems to internal teams.

**JOB REQUIREMENTS**

* Possesses a high school diploma degree or higher (Bachelors degree preferred but not required)

* Previous experience in health care or clinical laboratory preferred

* **General-** Excellent telephone and communication skills. Capable of excelling within a team environment. Capable of accomplishing workload and additional projects with no supervision. Ability to communicate effectively, attention to detail, ability to prioritize work, working knowledge of standard office equipment (printers fax machines, phone systems, office software and internet). Flexibility regarding job assignments.

* **Language Skills-** Ability to read and interpret documents and Ambry requisitions, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively one-on-one, in group settings, with clients and with employees of the organization.

* **Mathematical Skills-** Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.

* **Reasoning Ability-** Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

* **Certificates, Licenses, Registrations-** none required.

Ambry Genetics Corporation is a CAP-accredited and CLIA-licensed molecular genetics laboratory based in Aliso Viejo, California. We are a genetics-based healthcare company that is dedicated to open scientific exchange so we can work together to understand and treat all human disease faster.

At Ambry, everyone is welcome. A career at Ambry Genetics is a chance to be part of a dynamic company that aims to improve health by understanding the relationships between genetics and human disease. We earned our reputation as industry leaders by responsibly introducing cutting-edge genetic testing solutions and continually sharing what we learn with the global scientific community. We also support those with genetic conditions through the Mauli Ola Foundation and other nonprofit organizations.

At Ambry you will be learning, challenging yourself, and having fun while collaborating with teammates through the open exchange of ideas. Employees at Ambry Genetics have many perks, including an onsite caf with complimentary smoothies and infused waters We also offer access to gym memberships, onsite food trucks, Lunch and Learns, and more. Our outstanding benefits program includes medical, dental, vision, 401k, FSA, and generous paid time off (PTO) program. Ambry Genetics is an Equal Opportunity Employer (EOE) and we maintain a drug-free work environment.

Ambry Genetics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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