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Healthcare Client Relations Specialist
2 months ago
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 clients and healthcare professionals with comprehensive insights into the approximately 20,000 human genes, alongside immune system data, derived from a singular tissue sample. As a global leader in population sequencing, we proudly serve as the exclusive sequencing provider for the Veterans Affairs' Million Veteran Program. Our Clinical Laboratory is designed with a commitment to clinical precision, quality, and operational efficiency, aligning with GxP standards and holding certifications from 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 service to both internal and external stakeholders as we expand our diagnostic capabilities. Your primary responsibilities will include overseeing the smooth intake of orders from healthcare providers, ensuring precision, and fostering a positive experience for both medical professionals and patients while addressing inquiries related to testing services. You will be instrumental in providing exemplary support, managing inquiries, and collaborating with patient billing, laboratory operations, sample management, and commercial teams. Building and nurturing strong relationships with healthcare providers, patients, and internal teams will be essential to enhancing the overall client experience and cultivating enduring partnerships.
Work Schedule: Monday - Friday from 6 am - 2:30 pm Pacific Time
Location: Hybrid
Key Responsibilities:
- Manage communication with healthcare providers and clients utilizing Salesforce/Service Cloud (CRM) and other software tools, ensuring prompt responses and efficient case resolution.
- Coordinate with medical offices to obtain missing information on test requisition forms and facilitate sample collection.
- Assist patients by addressing their inquiries and directing calls to the appropriate team members regarding testing.
- Oversee logistics for patient mobile phlebotomy requests and manage the distribution of 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 have the necessary support and access.
- Conduct follow-ups on test requisition forms and ensure accurate data entry in Laboratory Information Management Systems (LIMS).
- Support billing operations by collaborating with the billing department.
- Monitor sample receipt and progress in conjunction with biospecimen management and laboratory operations.
- Partner with genetic counselors to address discrepancies in pathology reports, acquire clinical notes as necessary, and track report turnaround times.
- Perform additional duties or projects as assigned.
- Bachelor of Science or related field with a minimum of 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 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 and internal equity. Our full-time positions include an annual performance-based bonus and long-term incentive units (equity) as part of our comprehensive compensation package, alongside a full 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 during the application or interview process, as well as in performing essential job functions and accessing benefits.
Personalis is an Equal Opportunity Employer/Minorities/Females/Veterans/Disabilities, offering a competitive compensation package and benefits including medical, dental, vision, 401(k) match, ESPP, tuition reimbursement, sick/vacation time, commuter benefits, onsite gym, and wellness programs.
