Customer Care Specialist
Veracyte, Inc.
Summary
As a Customer Care Specialist, you will be the cornerstone of our customer care team. Your primary mission is to ensure that healthcare providers and patients receive unparalleled service and support. You will handle customer inquiries with empathy, professionalism, and efficiency. By actively collaborating with internal teams such as Sales, Laboratory, and Billing, you will resolve issues promptly and enhance the overall customer experience.
Job description
The Position
As a Customer Care Specialist, you will be the cornerstone of our customer care team. Your primary mission is to ensure that healthcare providers and patients receive unparalleled service and support. You will handle customer inquiries with empathy, professionalism, and efficiency. By actively collaborating with internal teams such as Sales, Laboratory, and Billing, you will resolve issues promptly and enhance the overall customer experience.
Key Responsibilities
- Order Management: Efficiently manage and monitor orders and cases from submission to completion, ensuring timely resolutions and clear communication with customers.
- Physician Outreach: Perform outbound communication with physician offices through phone, fax, email, and other channels to efficiently resolve order issues.
- Inbound Calls: Address inbound calls with empathy and precision, by resolving customer inquiries and providing comprehensive support.
- Collaboration: Partner closely with the Sales team to anticipate customer needs, drive growth, and enhance customer retention through proactive solutions and positive professional relationships.
- Trend Analysis: Collect and analyze customer feedback and trends to develop actionable strategies for continuous improvement, 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 requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Requirements
- Bachelor's degree (B.A. or B.S.) preferred; relevant experience may be considered in lieu of education
- 2+ years of experience in customer service within healthcare, biotech, or laboratory settings
- Oncology experience preferred
- Understanding of effective order and case management practices
- Familiarity with CRM tools, preferably Salesforce
- Strong organizational and time-management skills
- Analytical skills to evaluate data, trends, and customer feedback
- Strong interpersonal skills including active listening, empathy, and problem-solving
- Proven success in managing orders and cases with high-performance outcomes
- Flexibility to adapt to evolving business needs
- Expertise in partnering with a Sales team to drive growth and customer retention
- Must demonstrate or acquire understanding of PHI protection and HIPAA compliance
- Follow established laboratory procedures
Benefits
- Competitive compensation
- Restricted stock units
- Discretionary bonuses
- Incentives
Company overview
Veracyte, Inc. is a leading genomic diagnostics company that specializes in developing and commercializing molecular tests for cancer diagnosis and treatment guidance. The company leverages advanced genomic technologies and machine learning algorithms to provide clinically actionable insights that help physicians make more informed decisions about patient care. Veracyte's flagship tests include the Afirma Genomic Sequencing Classifier for thyroid nodules, the Percepta Genomic Sequencing Classifier for lung cancer, and the Envisia Genomic Classifier for interstitial lung disease. These tests are designed to reduce unnecessary surgeries, improve diagnostic accuracy, and guide personalized treatment strategies. The company operates CLIA-certified laboratories and has established partnerships with healthcare providers and institutions worldwide. Veracyte's innovative approach combines genomic science with artificial intelligence to transform cancer diagnosis and improve patient outcomes across multiple disease areas.