Full-Time Customer Care Specialist

At Veracyte, we offer exciting career opportunities for those interested in joining a pioneering team that is committed to transforming cancer care for patients across the globe. Working at Veracyte enables our employees to make a meaningful impact on patient lives and to learn and grow in a results-driven environment that values innovation, collaboration, and compassion.

Location: This is a remote position, requiring work from 6:00 am to 2:30 pm PST.

The Position: As a Customer Care Specialist, you will be the cornerstone of our customer care team. Your primary mission is to ensure healthcare providers and patients receive unparalleled service and support.

You will handle customer inquiries with empathy, professionalism, and efficiency. You will actively collaborate with internal teams (Sales, Laboratory, and Billing) to resolve issues promptly and enhance the overall customer experience.

1. Order Management: Efficiently manage and monitor orders/cases from submission to completion, ensuring timely resolutions and clear communication with customers.
2. Physician Outreach: Perform outbound communication (phone, fax, email) to resolve order issues.
3. Inbound Calls: Address inbound calls with empathy and precision, resolving inquiries and providing comprehensive support.
4. Collaboration: Partner closely with the Sales team to anticipate customer needs, drive growth, and enhance retention through proactive solutions.
5. Trend Analysis: Collect and analyze customer feedback and trends to develop actionable improvement strategies, sharing insights with relevant teams.

Who You Are: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The following are the requirements:

• Education & Experience: A bachelor's degree (B.A. or B.S.) is preferred. 2+ years of customer service experience in healthcare, biotech, or laboratory settings (oncology experience is preferred).
• Physical Requirements: Repetitive movement of hands, arms, legs, and fingers (typing, writing); sitting with occasional walking, standing, stooping; general office environment exposure; talking and hearing; occasional lifting up to 25 pounds.

Compensation: The final salary offered will depend on various factors (experience, education, etc.). Base pay is one part of the total package, which also includes potential bonuses and stock units. Pay range: $27 - $31 USD. Veracyte is a multi-state employer, and this salary range may not reflect positions in all states.

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