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Healthcare Client Relations Specialist
2 months ago
Company Overview:
Personalis, Inc. stands at the forefront of advanced cancer genomics, driving the evolution of precision cancer therapies and diagnostics. Our innovative Personalis NeXT Platform is tailored to adapt to the intricate and changing landscape of cancer, equipping biopharmaceutical clients and healthcare professionals with comprehensive insights into nearly 20,000 human genes and the immune system, all derived from a single tissue sample. In the realm of population sequencing, we operate one of the largest sequencing facilities worldwide and are proud to be the exclusive sequencing provider for the Veterans Affairs' Million Veteran Program. Our Clinical Laboratory is meticulously designed to prioritize clinical precision, quality, and efficiency, ensuring compliance with GxP standards, Clinical Laboratory Improvement Amendments of 1988, and College of American Pathologists accreditation.
Position Summary:
As a Patient Services Liaison, you will play a pivotal role in our dedication to delivering exceptional customer service to both internal and external stakeholders as we expand our diagnostic services. Your primary responsibilities will include overseeing the smooth intake of orders from healthcare providers, ensuring accuracy, and fostering a positive experience for both physicians and patients while addressing inquiries regarding tests. You will provide exemplary support, manage inquiries, and collaborate with patient billing, laboratory operations, sample management, and commercial teams. Building and nurturing positive relationships with healthcare providers, patients, and internal partners will be essential to enhancing the overall client experience and establishing long-term collaborations. If you are enthusiastic about providing outstanding customer experiences and excel in a dynamic, client-focused environment, we encourage you to consider this opportunity.
Work Schedule: Monday - Friday from 6 am - 2:30 pm Pacific Time
Location: Hybrid
Key Responsibilities:
- Manage communication with healthcare providers and clients through Salesforce/Service Cloud (CRM) and other software platforms, promptly addressing inquiries and efficiently resolving cases.
- Coordinate with healthcare provider offices to obtain missing test requisition form details and ensure sample procurement.
- Assist patients by addressing their questions and concerns, directing calls to the appropriate team members related to testing.
- Facilitate patient mobile phlebotomy requests and manage logistics surrounding sample collection kits and incoming samples/blocks.
- Collaborate with internal and external partners to address complex issues and ensure effective problem resolution.
- Work closely with Sales and Medical Affairs teams to ensure that ordering physicians and coordinators receive necessary access and support.
- Conduct follow-ups on test requisition forms and ensure accurate data entry in Laboratory Information Management Systems (LIMS).
- Support patient billing operations through collaboration with the billing team.
- Monitor sample receipt and progress in collaboration with biospecimen management and laboratory operations.
- Partner with genetic counselors to resolve discrepancies in pathology reports, obtain clinical notes as necessary, and track report progress for turnaround time.
- Perform additional duties or projects as assigned.
- Bachelor of Science or related degree with a minimum of 1-2 years of experience in a healthcare or patient-facing role.
- Exceptional verbal and written communication skills.
- Strong attention to detail and accuracy in information handling.
- Familiarity with laboratory or clinical diagnostics industry operations.
- Prior experience with Salesforce/Service Cloud, LIMS, and G Suite is preferred.
The hiring range for this position is $28.00 to $34.00 per hour, which may vary based on geographic regions. The actual base pay offered will consider internal equity and may differ depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. Our full-time regular positions also include an annual performance-based bonus (or a sales incentive plan) and long-term incentive units (equity) as part of our compensation package, along with a comprehensive range of medical, financial, and other benefits, depending on the level and position offered.
Personalis is an equal opportunity employer committed to the full inclusion of all individuals. We ensure that persons with disabilities are provided with reasonable accommodations. If you require an accommodation to participate in the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please inform your recruiter when they contact you.
Personalis is an Equal Opportunity Employer/Minorities/Females/Veterans/Disabilities. We offer a competitive compensation package and benefits including medical, dental, vision, 401(k) match, ESPP, tuition reimbursement, sick/vacation time, commuter benefits/EV charging stations, onsite gym, and wellness benefits.
