Location: Remote
Department: Customer Service
At Veracyte, we offer exciting career opportunities for those interested in joining a pioneering team that is committed to transforming cancer care for patients across the globe. Working at Veracyte enables our employees to not only make a meaningful impact on the lives of patients, but to also learn and grow within a purpose driven environment.
As a Customer Care Specialist, you will be the cornerstone of our customer care team. Your primary mission is to ensure that healthcare providers and patients receive unparalleled service and support. You will handle customer inquiries with empathy, professionalism, and efficiency. By actively collaborating with internal teams such as Sales, Laboratory, and Billing, you will resolve issues promptly and enhance the overall customer experience.
Order Management: Efficiently manage and monitor orders and cases from submission to completion, ensuring timely resolutions and clear communication with customers
Physician Outreach: Perform outbound communication with physician offices through phone, fax, email, and other channels to efficiently resolve order issues
Inbound Calls: Address inbound calls with empathy and precision, by resolving customer inquiries and providing comprehensive support
Collaboration: Partner closely with the Sales team to anticipate customer needs, drive growth, and enhance customer retention through proactive solutions and positive relationships
Trend Analysis: Collect and analyze customer feedback and trends to develop actionable strategies for continuous improvement, sharing insights with relevant teams
Bachelor's degree (B.A. or B.S.) preferred; relevant experience may be considered in lieu of education preference
2+ years of experience in customer service within healthcare, biotech, or laboratory settings; oncology experience is preferred
Understanding of effective order and case management practices
Familiarity with CRM tools, preferably Salesforce
Strong organizational and time-management skills to prioritize tasks, handle multiple projects, and meet deadlines
Analytical skills to evaluate data, trends, and customer feedback, identifying improvement opportunities and providing data-driven insights
Strong interpersonal skills, including active listening, empathy, and problem-solving
Proven success in managing orders and cases with high-performance outcomes
Flexibility to adapt to evolving business needs and industry trends with an agile, solution-focused mindset
Expertise in partnering with a Sales team to drive growth and customer retention
Must demonstrate or acquire a comprehensive understanding of PHI protection, adhere to HIPAA compliance standards, and follow established laboratory procedures
Pay Range: $28–$31 USD per hour
Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work. This role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to years of experience, skillset, geographic location, industry, education, etc.
Veracyte is a growing company that offers significant career opportunities if you are curious, driven, patient-oriented and aspire to help us build a great company. We offer competitive compensation and benefits, and are committed to fostering an inclusive workforce, where diverse backgrounds are represented, engaged, and empowered to drive innovative ideas and decisions. We are thrilled to be recognized as a 2024 Certified Great Place to Work in both the US and Israel.
Veracyte is a global cancer diagnostics company that develops molecular tests to assess the unique biology of individual patient tumors and help clinicians make personalized treatment decisions. The company offers laboratory-developed tests (LDTs) for thyroid, prostate, bladder, and lung cancers, as well as the Prosigna Breast Cancer Prognostic Gene Signature Assay available as a CE-IVD test outside the US. Their molecular tests help answer critical questions in cancer care, such as whether patients can avoid unnecessary surgery, whether monitoring is appropriate instead of immediate treatment, and which treatments will be most effective. Veracyte operates CLIA-certified, high-complexity clinical labs in San Diego, San Francisco, and Austin, and has benefited over 800,000 patients with their genomic tests. The company's platform is supported by over 600 peer-reviewed publications validating its clinical utility.
