Customer Care Coordinator (Midwest)
Responsibilities
- Partner with Molecular Sales Consultants (MSC) to onboard new customers to GeneSight. This will include all process and procedure with regard to ordering & viewing reports.
- Provide targeted support to customers based on need, trends and patterns.
- Acts as the liaison between the inside customer service team, Customer Care Team and our external customers.
- Participates in internal projects that impact our external customers
- Build customer confidence by working with key staff members one on one to ensure they understand existing process and procedure.
- Triage, prioritize and resolve customer's early GeneSight use challenges and train to those areas that cause disruption or error.
- "Graduate" customers by introducing them to the larger Customer Support/Billing Teams to integrate their day to day needs.
- Assist with rollout of new processes/procedures.
- Escalate or resolve service issues as appropriate.
- Troubleshooting and retraining of Health Care Providers on billing processes/programs.
- Ensure customer retention by maintain relationships with large accounts.
- Manage accounts through daily review of data from the CCC dashboard to target priorities based on trends.
- Ensure compliance with company policies, oversight entities and government regulations.
- Special Project work when needed.
- Follow up communication with MSCs and internal/external customers.
- Be aware and look for selling opportunities and pass this information on to the MSC or RBM.
- Overnight travel requirement is approximately 10% depending on territory and customer need.
- Flexibility in the times of day worked and hours per day /week to meet business needs and department goals.
Qualifications
- Bachelor's degree is preferred in Business, Marketing, Communications or Life Sciences or 2-3 years' experience in the Healthcare Industry or related Customer Support functions.
- Knowledge of the Healthcare Industry and general economics of business.
- Ability to develop and sustain strong customer relationships.
- Strong planning and organizational skills.
- Excellent oral and written communication skills in addition to presentation skills.
- Solid PC skill.
- A valid driver's license with motor vehicle record in good standing.
Physical and Mental Job Requirements
- Repetitive Motion, analyzing
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is frequently required to sit; talk; or hear.
- The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch
- The employee must occasionally lift and/or move up to 25 pounds.
- Specific vision abilities required by this job include close vision, distance vision and depth perception.
About Us
Myriad Genetics Inc., is a leading personalized medicine company dedicated to being a trusted advisor transforming patient lives worldwide with pioneering molecular diagnostics. Myriad discovers and commercializes molecular diagnostic tests that: determine the risk of developing disease, accurately diagnose disease, assess the risk of disease progression, and guide treatment decisions across six major medical specialties where molecular diagnostics can significantly improve patient care and lower healthcare costs. Myriad is focused on three strategic imperatives: maintaining leadership in an expanding hereditary cancer market, diversifying its product portfolio through the introduction of new products and increasing the revenue contribution from international markets. For more information on how Myriad is making a difference, please visit the Company's website: www.myriad.com .
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
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About the Team
Myriad Neuroscience, a business unit of Myriad Genetics, specializes in pharmacogenomic testing. The GeneSight® Psychotropic test, developed in the Myriad Neuroscience clinical laboratory, analyzes clinically important genetic variations that may impact how a patient metabolizes and responds to certain psychiatric medications. The results of the test provides clinicians with information about which medications may require dose adjustments, may be less likely to work, or may have an increased risk of side effects based on patient’s genetic makeup.