Customer Service Representative
Genomind Inc.
Genomind Inc.
King of Prussia, PA King of Prussia, PA Full-time Full-time Estimated:
$41.
2K - $52.
2K a year Estimated:
$41.
2K - $52.
2K a year 4 days ago 4 days ago 4 days ago About Genomind:
Genomind is a leading provider of individualized precision medication management using Pharmacogenetic (PGx) testing.
Our lab test and precision medicine software turn patient genetic data into actionable treatment insights that help providers and patients narrow down medication choices and personalize dosing to achieve better outcomes.
We have successfully treated over 500,000 patients and are adding multiple key team members to the organization.
Job
Summary:
At Genomind, our customer service department serves as a key voice of our company.
We are looking for a highly skilled customer service representative to join our team.
You will handle inbound and outbound phone calls, emails and website requests with professionalism and efficiency.
Your goal is to provide world-class customer service to our valued customer by identifying and addressing their needs; answering questions about our medication management product, workflow, and billing policies; troubleshooting and resolving system issues for clinicians and patients; and managing the lab test fulfilment life cycle.
Essential Duties and Accountabilities:
Provide effective communication and support to Genomind patients and clinicians on services, processes and solutions related to our medication management offerings.
Manage a large volume of inbound and outbound calls and emails with professionalism, knowledge, and efficiency.
Follow company guidelines and standard operating procedures, inclusive of call scripts, turnaround time metrics, and compliance guideline (HIPAA, etc.
).
Engage with customers in an inviting, friendly, and professional manner to deliver an exceptional experience and outcome.
Respond timely, professionally, and accurately to customers inquiries originating from voice mail messages, email messages or indirect communication.
Coordinate and/or drive resolution of issues that may prevent a sample from processing through the lab in a timely and accurate manner.
In conjunction with Sales, assist with clinician account setup.
Monitor kit fulfillment life cycle, ensuring that orders placed are shipped to their destination and returned appropriately.
Achieves accuracy in entry of data for clinician/patient information within the technology solutions in place.
(i.
e.
, SharePoint, Salesforce.
com, Laboratory System, Clinician and Patient Portals) Maintains a positive attitude and builds strong relationships with teammates and internal teams such as Sales, Management, Marketing, Clinical, Finance, Billing, Accessioning, Laboratory, Operations, and IT.
Consistently meets and attains required Key Performance Indicators (KPIs).
Provides hands-on training to designated team members and/or internal or external partners.
Education:
Bachelor's Degree or equivalent experience.
Experience:
Minimum 2 years of customer service experience required.
Call Center experience preferred.
Healthcare experience preferred.
Competencies Needed:
Strong customer service skills with the ability to resolve patient and clinician concerns while maintaining a positive attitude.
Excellent written and verbal communication skills, including active listening and clear articulation.
Ability to solve problems, alleviate conflicts and escalate tactfully.
Ability to multitask, manage time and prioritize.
Ability to work individually and as a team member.
Must be detailed and goal oriented with ability to meet deadlines.
Proficient in Microsoft Office; experience using CRM tools - Salesforce preferred.
Knowledge of healthcare, practice management systems, claims and billing processes a plus.
Job Classification:
Exempt PTO, Medical, Dental, Vision, Life, LTD/STD, HSA, FSA.
401k
Matching Genomind is an EEO Employer.
Estimated Salary: $20 to $28 per hour based on qualifications.
Genomind Inc.
King of Prussia, PA King of Prussia, PA Full-time Full-time Estimated:
$41.
2K - $52.
2K a year Estimated:
$41.
2K - $52.
2K a year 4 days ago 4 days ago 4 days ago About Genomind:
Genomind is a leading provider of individualized precision medication management using Pharmacogenetic (PGx) testing.
Our lab test and precision medicine software turn patient genetic data into actionable treatment insights that help providers and patients narrow down medication choices and personalize dosing to achieve better outcomes.
We have successfully treated over 500,000 patients and are adding multiple key team members to the organization.
Job
Summary:
At Genomind, our customer service department serves as a key voice of our company.
We are looking for a highly skilled customer service representative to join our team.
You will handle inbound and outbound phone calls, emails and website requests with professionalism and efficiency.
Your goal is to provide world-class customer service to our valued customer by identifying and addressing their needs; answering questions about our medication management product, workflow, and billing policies; troubleshooting and resolving system issues for clinicians and patients; and managing the lab test fulfilment life cycle.
Essential Duties and Accountabilities:
Provide effective communication and support to Genomind patients and clinicians on services, processes and solutions related to our medication management offerings.
Manage a large volume of inbound and outbound calls and emails with professionalism, knowledge, and efficiency.
Follow company guidelines and standard operating procedures, inclusive of call scripts, turnaround time metrics, and compliance guideline (HIPAA, etc.
).
Engage with customers in an inviting, friendly, and professional manner to deliver an exceptional experience and outcome.
Respond timely, professionally, and accurately to customers inquiries originating from voice mail messages, email messages or indirect communication.
Coordinate and/or drive resolution of issues that may prevent a sample from processing through the lab in a timely and accurate manner.
In conjunction with Sales, assist with clinician account setup.
Monitor kit fulfillment life cycle, ensuring that orders placed are shipped to their destination and returned appropriately.
Achieves accuracy in entry of data for clinician/patient information within the technology solutions in place.
(i.
e.
, SharePoint, Salesforce.
com, Laboratory System, Clinician and Patient Portals) Maintains a positive attitude and builds strong relationships with teammates and internal teams such as Sales, Management, Marketing, Clinical, Finance, Billing, Accessioning, Laboratory, Operations, and IT.
Consistently meets and attains required Key Performance Indicators (KPIs).
Provides hands-on training to designated team members and/or internal or external partners.
Education:
Bachelor's Degree or equivalent experience.
Experience:
Minimum 2 years of customer service experience required.
Call Center experience preferred.
Healthcare experience preferred.
Competencies Needed:
Strong customer service skills with the ability to resolve patient and clinician concerns while maintaining a positive attitude.
Excellent written and verbal communication skills, including active listening and clear articulation.
Ability to solve problems, alleviate conflicts and escalate tactfully.
Ability to multitask, manage time and prioritize.
Ability to work individually and as a team member.
Must be detailed and goal oriented with ability to meet deadlines.
Proficient in Microsoft Office; experience using CRM tools - Salesforce preferred.
Knowledge of healthcare, practice management systems, claims and billing processes a plus.
Job Classification:
Exempt PTO, Medical, Dental, Vision, Life, LTD/STD, HSA, FSA.
401k
Matching Genomind is an EEO Employer.
Estimated Salary: $20 to $28 per hour based on qualifications.
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