Customer Support Specialist - San Diego, United States - DecipherBio

Description

**Decipher Biosciences**

**Customer Support Specialist**

**San Diego, CA - Full Time**

Decipher Biosciences, a subsidiary of Veracyte, Inc., is a dynamic entrepreneurial startup molecular diagnostics company focused on cancer genomics. Whether on the phone with patients, or in the cloud with big data, our innovators are working hard to give back to the patient what cancer takes away: information for life.

Our team is constantly learning from each other, from patients and from urologic oncology professionals in world-renowned cancer institutions. We work in multi-disciplinary, collaborative project teams that enable us to respond effectively to an evolving, growing, data-driven environment.

We are currently seeking a dynamic **Customer Support Specialist** who will work as part of a team for external and internal parties including health care professionals, cancer patients, and field-based sales representatives to join the team in San Diego.

**Summary:**

The Customer Support Specialists primary responsibility is to provide customer support to all Decipher internal and external customers, including the Chief Commercialization Officer, VP of Sales, VP of Marketing, Sales Team, Operations Team and Medical Staff in the routine functions to ensure client satisfaction and appropriate records and materials management are consistently maintained. The individual must work together with supervisory personnel to employ a team approach. Manages/oversees special projects assigned by manager.

If you think you have what it takes to be part of an elite group of entrepreneurial innovators we invite you to consider joining the Decipher team.

**What you are great at doing:**

Responding to a minimum of 60 in- and out-bound inquires (phone, email or fax) per day.

Monitoring customer support emails from sales, operations and medical staff; acknowledging the request within 15 minutes of receipt; and documenting the request in the appropriate internal systems.

Generating block procurement requests, following up with outside facilities to achieve a 48-72 hour procurement when possible, documenting details in the appropriate internal systems.

Monitoring new clients via the Welcome Program, notifying sales team and medical team of new cases, processing new clients letters and follows-up with laboratory staff as needed, documenting details in the appropriate internal systems.

Learning and applying knowledge of testing, operations, sales strategies and customer support philosophies.

Navigating efficiently through, or having familiarity with, various laboratory information systems (LIS) and having proficiency in Microsoft Office products (Excel, Word, Access and PowerPoint)

Resolving service problems by clarifying the customers complaint; determining the root cause; selecting and explaining the best solution to solve the problem; expediting corrections or adjustments; following up to ensure resolution.

Independently handling routine transactions, making decisions and resolving routine problems by working directly with sales reps, medical team, operations team, clients and patients.

Empathizing with, actively listen to, and dealing sensitively and professionally with internal and external customers.

Performing all other assigned duties.

**What you need to be successful:**

Bachelors degree required, preferably a science degree

Three to five (3-5) years of experience in healthcare or laboratory client service and/or customer relations, oncology experience preferred

Type 50-60 words a minutes

Proficiency in Microsoft Office including Access

Knowledge of Medical Terminology

Familiarity with basic laboratory information systems (LIS) functions and various reporting generation requirements

**What you will bring to the team:**

Enthusiasm and an entrepreneurial spirit

Excellent verbal and written communication skills

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran .

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