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Caris Life Sciences · 4 months ago

Intake Coordinator I Oncology – Customer Support

Phoenix - CC17

Full-time

Hybrid

Entry Level

1+ years exp

Caris Life Sciences is dedicated to transforming cancer care and improving lives through precision medicine. The Intake Coordinator I – Oncology serves as the first point of contact for oncology clients requesting molecular testing, ensuring efficient specimen acquisition and documentation processing.

Artificial Intelligence (AI)BiopharmaBiotechnologyHealth CareLife Science

Responsibilities

Meets all deliverables and goals set by department

Meets all regulatory agency requirements as they pertain to job function

Maintains accurate and complete documentation in client and patient records in order to continuously improve the customer service process and meet regulation requirements

Reviews incoming documents and determines action needed for information received

Utilizes multiple computer-based systems simultaneously, such as Office 365 applications, Salesforce, laboratory information system, etc. to organize client and patient documentation for processing and filing

Processes cases from documentation to setup within laboratory information system

Gathers, analyzes, and enters data according to documentation received from oncology- and pathology-related organizations

Coordinates with pathology departments nationwide for specimen procurement and shipment

Exercises problem-solving and analysis skills to rapidly solve specimen and case discrepancy issues

Facilitates timely and accurate resolution of case discrepancies for missing information

Analyzes testing information submitted via Caris requisitions

Reviews diagnostics of pathology material to vet adequacy for testing

Investigates and interprets patient case status by reviewing notations made by laboratory and other departments

Professionally communicates with other operational groups including pathologists, clinicians, clients and other integral departments as needed to facilitate customer needs

Serves as client support for medical, technical, sales and support services providing timely resolution to client issues via email and fax

Supports requests for shipments of supplies, pathology materials, specimens, reports, etc

Responds and facilitates communication to clients relating to case concerns or issues

Demonstrated attention to detail and is organized and able to prioritize duties

Willingness to learn and understand the complexity of precision medicine industry and business

Drive for Results (Service, Quality, and Continuous Improvement) – Ensure procedures and processes are in place that lead to delivery of quality results and continually reassess their effectiveness to achieve continuous improvement

Communication – Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization in order to achieve the desired results

Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team

Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations

Qualification

Customer support experienceMedical terminology proficiencyHIPAA knowledgeWindows operating systemsOffice 365 applicationsCustomer service focusProblem-solving skillsCommunication skillsTeamwork

Required

High School diploma or equivalent required

One to three years of experience in a customer support role where deductive reasoning is necessary and strong evidence of related service skill sets are required

Conditions of Employment: Individuals must successfully complete pre-employment process, which includes criminal background check, drug screening, and reference verification

Preferred

Understands HIPAA and importance of privacy of patient data

Proficiency in medical and healthcare terminology

Experience with both hands-on and phone-based support of PC based hardware, Windows operating systems, and productivity software, specifically Word, Outlook, customer relationship management applications and general working knowledge of Internet for business use

Associate or bachelor's degree preferred

Experience in a physician office environment, hospital environment, or other health care setting preferred