Customer Care Specialist

1 hour, 9 minutes ago
Full-time
Junior
Customer and Technical Support
Veracyte

Veracyte

Veracyte develops innovative molecular diagnostic tests that provide clinicians with critical insights to enhance cancer diagnosis and treatment, ultimately aiming to improve patient outcomes and reduce healthcare costs.

Pharmaceuticals
251-1K
Founded 2008

Description

  • Manage and monitor orders and cases from submission to completion, ensuring timely resolution and clear customer communication.
  • Perform outbound outreach to physician offices by phone, fax, email, and other channels to resolve order issues.
  • Handle inbound calls with empathy and precision while providing comprehensive customer support.
  • Partner with Sales to anticipate customer needs, support growth, and improve customer retention.
  • Collaborate with internal teams including Sales, Laboratory, and Billing to resolve issues promptly.
  • Collect and analyze customer feedback and trends to identify improvement opportunities.
  • Share customer insights and actionable recommendations with relevant internal teams.
  • Support an overall customer experience that is efficient, professional, and responsive.

Requirements

  • Bachelor’s degree (B.A. or B.S.) preferred; relevant experience may be considered in lieu of the education preference.
  • 2+ years of customer service experience in healthcare, biotech, or laboratory settings.
  • Oncology experience preferred.
  • Understanding of order and case management practices.
  • Familiarity with CRM tools, preferably Salesforce.
  • Strong organizational and time-management skills to prioritize multiple projects and meet deadlines.
  • Strong analytical skills to evaluate data, trends, and customer feedback.
  • Strong interpersonal skills, including active listening, empathy, and problem-solving.
  • Experience partnering with a Sales team to drive growth and customer retention.
  • Working knowledge of PHI protection, HIPAA compliance, and established laboratory procedures.

Benefits

  • Remote work arrangement (#LI-Remote).
  • Competitive compensation with base pay of $28–$31 USD per hour.
  • Eligibility for discretionary bonuses and incentives.
  • Eligibility for restricted stock units.
  • Competitive benefits package.
  • Inclusive and collaborative workplace culture.
  • Opportunity to work for a growing company recognized as a 2024 Certified Great Place to Work in the US and Israel.

Interested in this position?

Apply directly on the company website

Apply Now

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