Healthcare Client Relations Specialist

2 weeks ago

Fremont, California, United States Personalis Full time

Company Overview:
Personalis, Inc. stands at the forefront of advanced cancer genomics, driving innovation in precision cancer therapies and diagnostics. Our NeXT Platform is meticulously crafted to adapt to the intricate and evolving landscape of cancer, equipping biopharmaceutical partners and healthcare professionals with comprehensive insights into approximately 20,000 human genes and the immune system, all derived from a single tissue sample. As a leader in population sequencing, we manage one of the largest sequencing operations globally and are proud to be the exclusive sequencing provider for Veterans Affairs' Million Veteran Program. Our Clinical Laboratory is designed with a focus on clinical precision, quality, and efficiency, adhering to GxP standards and accredited by the Clinical Laboratory Improvement Amendments of 1988 and the College of American Pathologists.

Position Summary:
In the role of Patient Care Coordinator, 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 efficient intake of orders from healthcare providers, ensuring accuracy, and fostering a positive experience for both physicians and patients while addressing inquiries regarding testing services. 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 teams will be essential to enhancing the overall client experience and establishing long-term partnerships.

Key Responsibilities:

  • Oversee communication with healthcare providers and clients through Salesforce/Service Cloud (CRM) and other software, ensuring prompt resolution of inquiries and efficient case management.
  • Coordinate with healthcare providers to collect missing information from test requisition forms and facilitate sample procurement.
  • Assist patients by addressing their questions and concerns, directing calls to the appropriate team members related to testing.
  • Manage logistics for patient mobile phlebotomy requests, including sample collection kits and incoming samples.
  • Collaborate with internal and external stakeholders to resolve complex issues effectively.
  • Work alongside Sales and Medical Affairs teams to ensure healthcare providers and coordinators receive necessary support and access.
  • Follow up 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 partnership with biospecimen management and laboratory operations.
  • Collaborate with genetic counselors to address discrepancies in pathology reports, obtain clinical notes as needed, and track report turnaround times.
  • Perform additional duties or projects as assigned.
Qualifications:
  • Bachelor of Science or related degree with 1-2 years of experience in a patient-facing or healthcare role.
  • Exceptional verbal and written communication skills.
  • Strong attention to detail and accuracy in information management.
  • Familiarity with laboratory or clinical diagnostics industry operations.
  • Experience with Salesforce/Service Cloud, LIMS, and G Suite is preferred.
Compensation and Benefits:
The compensation range for this position is competitive and may vary based on geographic location, internal equity, and the candidate's relevant experience and skills. Full-time regular positions include performance-based bonuses and long-term incentive units (equity) as part of the 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 inclusivity. We ensure that individuals with disabilities receive reasonable accommodations throughout the application and interview process, as well as during employment.

Personalis is proud to be an Equal Opportunity Employer, welcoming applicants from diverse backgrounds, including minorities, females, veterans, and individuals with disabilities. We offer a competitive compensation package and benefits, including medical, dental, vision, 401(k) matching, employee stock purchase plans, tuition reimbursement, paid time off, commuter benefits, and wellness programs.

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