Clinical Support Specialist Supervisor

Position Summary

As the Clinical Support Specialist, you will be the primary point of contact for oncologists, pathologists, clinic staff, and patients using ClearNote Health's testing services. This role pairs high-touch customer service with baseline clinical literacy in oncology and genomics. You will guide test ordering, sample collection, logistics, and results access, and you will recognize when a question requires deeper clinical expertise and route it to the right team. In addition, you will manage product and service complaints, perform triage of potential adverse events for medical and quality review, and conduct follow-up interviews with healthcare providers to collect clinical data for real world evidence studies.

Key Responsibilities

• Serve as the first point of contact for providers and patients by phone, email, and portal regarding test ordering, requisitions, and sample collection kits
• Coordinate specimen logistics, including shipping, tracking, and resolution of delays or collection issues
• Answer foundational questions about what the test detects, turnaround times, and sample requirements (e.g., blood draw volumes and tube types)
• Translate laboratory timelines and requirements into clear, empathetic language for busy clinic staff and anxious patients
• Identify when an inquiry moves into clinical interpretation and escalate it promptly to the laboratory, Medical Science Liaisons (MSLs), or other appropriate functions
• Document all interactions and escalations accurately in the CRM or ticketing system, and follow up to confirm resolution
• Assist clinics and authorized users in accessing patient portals to retrieve test reports, verifying identity and authorization before releasing information
• Triage billing-related calls and coordinate with the Billing and Revenue Cycle team as needed
• Ensure HIPAA compliance and adherence to CAP/CLIA laboratory guidelines in all interactions
• Collaborate cross-functionally with Laboratory, Medical Affairs, Market Access, Compliance, and Sales teams to deliver a proactive, seamless customer experience
• Receive, document, and manage customer complaints from intake through investigation support, resolution and closure, in accordance with ClearNote Health complaint handling procedures and applicable regulatory requirements
• Track recurring issues and complaint trends, and share customer feedback to support process and product improvements
• Meet performance targets for response time, resolution time, and customer satisfaction
• Perform initial intake and triage of potential adverse events and safety related reports, capturing all required details and routing them to medical affairs and quality for review within defined timelines
• Conduct structured phone interviews with healthcare providers to obtain follow-up clinical data (e.g., diagnosis, staging, imaging, pathology, treatment, and outcomes) as part of real-world evidence (RWE) studies, following approved RWE study procedures
• Enter, verify, and reconcile interview and follow-up data in the study database/EDC system (e.g., Medrio), ensuring accuracy and completeness

Qualifications

• Bachelor's degree required, preferably in Biology, Life Sciences, Healthcare Administration, or a related field (equivalent experience considered)
• Minimum 4 years of experience in customer service, client services, or healthcare support
• Experience in a diagnostics, laboratory, or oncology setting strongly preferred (molecular or genetic testing a plus)
• Familiarity with basic oncology terminology, genetics (DNA/RNA), and laboratory workflows
• Working knowledge of HIPAA and CAP/CLIA requirements
• Proficiency with CRM or ticketing systems; familiarity with EMR, LIS, and patient/provider portals preferred
• Experience with complaint handling, adverse event/safety intake, or quality documentation in a regulated environment (e.g., diagnostics, medical device, pharma) preferred
• Comfort conducting structured phone interviews with clinicians and accurately entering clinical information into a database or EDC system; familiarity with Medrio is a plus but not required
• Exceptional communication skills, including the ability to explain technical processes to non-technical audiences
• Strong judgment, attention to detail, data accuracy, and composure when supporting patients facing serious diagnoses