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Agendia · 4 weeks ago

Customer Service Representative l

Irvine, CA

Full-time

Onsite

Entry Level

$24/hr - $27/hr

2+ years exp

Agendia is a healthcare company focusing on providing exceptional customer service. The Regional Account Representative I is responsible for ensuring that all customer interactions are handled professionally and efficiently, while also maintaining compliance with health and safety policies.

BiotechnologyGeneticsHealth CareHealth DiagnosticsLife ScienceMedical

Hiring Manager

Shelly Cohen-Jones

Responsibilities

Ensure all Customer Care Policies and Procedures are followed as it relates to the Regional Account Representative I position

Ensure that all Agendia’s health, HIPAA and safety Policies and Procedures are followed

Ensure that all customer interactions are handled with the best level of customer service at all times

Handle all external and internal client inquiries, requests and concerns timely and with the highest level of professionalism and ensure client needs are met

Accurately enter and maintain all required patient and customer data into the various systems utilized in the Customer Care department

Coordinate relationship with 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 the Customer Care established performance metrics

Responsible for monitoring and resolving deficiencies within 2 working days

Ensure that all block requests are complete on a daily basis and escalate any delayed requests to lead and/or department Manager

Review Therapak (THP) 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 (OSS) when applicable

Tracking and monitoring of samples from pick-up to report delivery within the assigned territory

Responsible for timely retrieval of patient sample block requests from clients and OSS

Establish and maintain excellent communication with OSS’s in your assigned territory and ensure OSSs’ are informed of any potential client issues that may be encountered in a timely fashion

Coordinate with the OSS in your assigned territory a formal introduction to a new client within one week of first sample reported and establish relations with client

Submit block requests to path labs same working day as request 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 Commercial team with New Account set up in Sales Force

Assist Commercial team with Portal set up in Sales Force

Performs other related duties as required or assigned

Qualification

Customer ServiceHIPAA ComplianceMicrosoft OfficeBillingReimbursementLaboratory TechniquesEffective CommunicationAttention to DetailFlexibilityTeamwork