Customer Experience Assoc

Role overview Customer Experience Associate on a customer support team that processes clinical test samples for a genetic diagnostics organization. The role partners with patients, clinicians, lab personnel, and internal sales teams by phone and electronic channels to keep samples moving and results flowing. It is a high-volume, protocol-driven service position that requires strict handling of protected health information.

Responsibilities - Reach out to customers by phone or electronic channel to gather missing patient, physician, billing, and test-order details needed to release samples for processing. - Communicate sample and result status, resend issued reports, schedule mobile phlebotomy visits, triage technical issues, and route clinical questions to genetic counseling staff. - Process account setup, supply and kit orders, pre-filled requisition requests, and order tracking on behalf of the sales team. - Investigate complaints about missing or delayed samples and results, perform customer verifications, and escalate unresolvable issues. - Document every interaction, action, and follow-up in customer accounts while maintaining working knowledge of HIPAA policies and protected health information handling. - Mentor and help train new team members and stay current on required training.

Requirements - High school diploma or equivalent; a two- or four-year degree or certification is preferred. - At least two years of prior customer service experience. - Experience supporting customers by both phone and written channels. - Working knowledge of customer service principles, administrative procedures, and Microsoft Office plus Google Workspace apps. - Strong attention to detail, organization, and professionalism when speaking with medical professionals and patients. - Ability to adapt to changing processes while staying engaged and accurate.

Nice to have - Multilingual skills. - Hands-on experience with Salesforce, a LIMS, Twilio, or similar virtual telephony platforms. - Background in data gathering, sorting, maintenance, or analysis.

Benefits and work setup - Remote, U.S.-based position. - Pay range of $19–$22 USD per hour. - Comprehensive medical, dental, vision, life, and disability coverage for eligible employees and dependents. - Free testing for employees and immediate family, plus fertility care benefits. - Pregnancy and baby bonding leave, 401(k), commuter benefits, and an employee referral program.