Job details
About this role
Role overview A healthcare diagnostics organization dedicated to advancing cancer care is hiring a Customer Care Specialist to serve as the primary point of contact for clinicians and patients navigating the testing process. The role centers on handling inquiries with empathy and accuracy, resolving order issues end-to-end, and partnering with internal laboratory, billing, and sales teams to keep the customer experience seamless from submission through result delivery.
Responsibilities - Oversee the full order and case lifecycle, monitoring submissions to completion and providing timely, transparent updates to customers - Proactively reach out to physician offices via phone, fax, and email to address outstanding order issues and unblock testing workflows - Answer inbound calls with empathy and precision, resolving a mix of clinical, logistical, and administrative questions - Partner closely with the sales organization to anticipate customer needs, surface retention opportunities, and support account growth - Collect, analyze, and report customer feedback and recurring trends, turning insights into recommended improvements shared with laboratory, billing, and operations stakeholders
Requirements - At least 2 years of customer service experience in a healthcare, biotech, or laboratory setting; oncology exposure preferred - Bachelor's degree (B.A. or B.S.) preferred, though equivalent relevant experience may be considered in place of the degree - Solid grasp of order and case management practices within a regulated environment - Familiarity with CRM tools, ideally Salesforce, plus strong data entry and follow-through - Demonstrated ability to handle PHI responsibly and maintain HIPAA compliance in day-to-day work - Excellent interpersonal skills, including active listening, empathy, and clear written and verbal communication
Nice to have - Direct oncology customer support experience - Track record of partnering with field sales to grow accounts and reduce churn - Comfort adapting to evolving processes and contributing to continuous improvement initiatives
Benefits and work setup - Remote, US-based position - Hourly pay range of $28–$31, with eligibility for additional discretionary incentives and equity awards depending on factors such as experience and location