Customer Service Representative

4 weeks ago

Irvine, California, United States Agendia Full time
Job Summary

The Customer Care Representative plays a vital role in ensuring that all customers receive the highest level of customer service throughout their entire experience with Agendia. This individual serves as an internal and external resource for all customer needs related to product information, patient inquiries, client supplies, billing inquiries, and internal support for the commercial team. The ideal candidate will possess excellent verbal and written communication skills, a high level of professionalism, and the ability to adapt to changing procedures and policies.

Key Responsibilities
  • Ensure all customer interactions are handled with the highest level of customer service at all times.
  • Handle all external and internal client inquiries, requests, and concerns in a timely and professional manner.
  • Accurately enter and maintain all required patient and customer data into various systems.
  • Coordinate relationships with the Customer Service department in Amsterdam.
  • Assist with billing and reimbursement inquiries.
  • Responsible for in-bound and out-bound telephone calls and ensure all calls are handled within established performance metrics.
  • Monitor and resolve deficiencies within 2 working days.
  • Ensure all block requests are complete on a daily basis and escalate any delayed requests to the lead and/or department manager.
  • Review Therapak orders on a daily basis and ensure all client supply orders are processed and shipped out timely.
  • Participate in the 'Meet and greet' and 'Ride Along' program with Oncology Sales Specialists when applicable.
  • Track and monitor samples from pick-up to report delivery within the assigned territory.
  • Responsible for timely retrieval of patient sample block requests from clients and Oncology Sales Specialists.
  • Establish and maintain excellent communication with Oncology Sales Specialists in the assigned territory and ensure they are informed of any potential client issues in a timely fashion.
  • Coordinate with Oncology Sales Specialists in the assigned territory a formal introduction to a new client within one week of first sample reported and establish relations with the client.
  • Submit block requests to path labs same working day as requests are received. All block requests not completed same day, complete next working day.
  • Direct contact with top clients bi-monthly to follow up on issues or questions.
  • Assist the Commercial team with new account setup in Salesforce.
  • Assist the Commercial team with portal setup in Salesforce.
  • Perform other related duties as required or assigned.
Requirements
  • High School Diploma or equivalent.
  • 2+ years related experience.
  • Experience with Microsoft Office (especially Outlook, Word, and Excel).
  • Experience with Windows Operating System environment and web applications.
Skills and Qualifications
  • Punctual and able to be flexible with schedule.
  • Professional phone demeanor.
  • High level of accuracy and attention to detail.
  • Ability to work with multiple systems (software).
  • Ability to adapt to changing procedures, policies, and work environment.
  • Ability to work in a fast-paced team environment.
  • Effective written and verbal communication.
Desired Skills
  • Bachelor's Degree (preferred).
  • Knowledge of customer care principles within the healthcare/lab industry.
  • Insurance and billing principles within the medical industry.

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