Customer Care Associate

1 week ago

Aliso Viejo, California, United States Ambry Genetics Full time

Customer Support Representative

Job Category: Customer Support Requisition Number: CUSTO003004

Job Overview

The primary objective of the Customer Support Representative I is to assist clients with their inquiries, guide them to the appropriate department when necessary, gather and document verbal or written approvals as required, and link incoming documents to the relevant cases. This role is designed for individuals who are still developing their skills and may require some oversight.

Key Responsibilities

  1. Provide timely and professional assistance to clients.
  2. Manage inbound requests through at least one communication channel, addressing client needs or directing them to the suitable party.
  3. Accurately document client interactions within the Ambry systems.
  4. Maintain follow-up task lists as assigned by the Customer Support Lead or Supervisor, ensuring proper handling and attachment of submitted paperwork.
  5. Familiarize oneself with structured questions and responses related to Ambry's offerings and seek guidance when necessary.

Required Skills and Abilities

Demonstrates proficiency in two or more of the following:

  • Organizing and attaching documents/data received via email or fax to the corresponding case.
  • Engaging in real-time communication with clients.
  • Taking ownership of projects.
  • Facilitating inter-departmental communication and coordination.
  • Possessing preliminary knowledge of billing and insurance processes.
  • Effectively communicating intermediate knowledge of Ambry products and systems to internal teams.

Qualifications

Education: High school diploma or higher (Bachelor's degree preferred but not mandatory).

Experience: Previous experience in healthcare or clinical laboratory settings is preferred.

General Skills: Excellent telephone and communication abilities. Capable of thriving in a team environment and managing workload independently. Strong attention to detail, effective prioritization skills, and familiarity with standard office equipment and software.

Language Skills: Ability to read and interpret documents, operating instructions, and procedure manuals. Proficient in writing routine reports and correspondence, and capable of effective verbal communication in various settings.

Mathematical Skills: Competence in basic arithmetic operations.

Reasoning Ability: Ability to apply common sense to follow instructions provided in various formats.

Certificates, Licenses, Registrations: None required.

Ambry Genetics Corporation is a CAP-accredited and CLIA-licensed molecular genetics laboratory. We are committed to advancing healthcare through genetic understanding and collaboration. Our mission is to enhance health by exploring the connections between genetics and human diseases.

At Ambry, we foster an inclusive environment where every employee can thrive. Our workplace offers numerous benefits, including access to fitness memberships, onsite dining options, and a comprehensive benefits package, including medical, dental, vision, 401k, FSA, and generous paid time off (PTO). Ambry Genetics is an Equal Opportunity Employer and maintains a drug-free workplace.

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