Associate Customer Support Specialist

Position Description:

The Associate Customer Support Specialist (Client Services Associate) is responsible for assisting Verinata Health achieve its sales and revenue goals by providing exceptional support to Verinata Health customers, the Verinata Clinical Laboratory and sales representatives.

ACCOUNTABILITIES

Receive and respond to telephone inquiries and e-mail messages from customers (physician offices and laboratories), CAMs and general patient inquiries or transfer to billing group.

Assist field team in account set-up including:

• Entering and updating client information in the customer relationship management

CRM software

• Supply test requisition forms, shipping kits, and other materials

• Enter new client information in shipping material fulfillment system

• Set-up online reporting access

Document reporting or call history in software for all client interactions in the CRM

Manage and distribute materials to all new and existing clients as requested

Work with the CLIA lab to ensure client information is correctly entered

Re-delivery of patient reports as requested by the client

Other duties as may be assigned from time to time

FINANCIAL RESPONSIBILITIES

Ability to follow the financial guidelines set by manager.

INTERACTIONS:

Attend and participate in team meetings, and interact in a positive, professional manner.

PROBLEM SOLVING/DECISION MAKING:

Attend and participate in team meetings, and interact in a positive, professional manner.

JOB REQUIREMENTS:

Education and Experience:

• Bachelor’s degree or an equivalent combination of education and experience.

• Minimum 4 years of customer service experience in a medical or health care related industry is preferred.

Knowledge/Skills:

• Ability to manage multiple tasks and demands to completion in a dynamic office setting.

• Excellent written and verbal communication skills are required, as is technical computer proficiency

(Word, Excel, etc.).

• Knowledge of laboratory procedures and processes is helpful, salesforce.com experience a plus.

• Must be flexible to work different shifts.

Illumina is an Equal Opportunity Employer

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