What are the responsibilities and job description for the Oncology Customer Support Rep position at PathGroup?
JOB SUMMARY:
The Oncology Customer Support Representative's primary responsibility is to provide customer support to all PathGroup internal and external customers. Additionally, this role will support the SVP/CMO, VP of Oncology Marketing, Manager Oncology Customer Support, Oncology Sales Team, Operations Team and Medical Staff, in routine functions to ensure client satisfaction and appropriate records and materials management are consistently maintained. The individual must work together with supervisory personnel to employ a teamwork approach.
JOB RESPONSIBILITIES
ESSENTIAL FUNCTIONS:
- Ability to respond to a minimum of 80 in-bound and out-bound inquires (phone, email or fax) per day.
- Ability to navigate efficiently through, or have familiarity with, various LIS systems and have proficiency in Microsoft Office products (Excel, Word, Access and PowerPoint).
- Ability to learn and apply knowledge of testing, operations, sales strategies, customer support philosophies and general PathGroup Processes.
- Independently handle routine transactions, make decisions, and resolve routine problems by working directly with sales reps, medical team, operations team and customers.
- Empathize with, actively listen to, and deal sensitively and professionally with internal and external customers.
- Monitor customer support emails from sales, operations and medical staff, and clients; acknowledge the request within 10 minutes of receipt and documents the request in the appropriate internal systems.
- Generate block procurement requests, follow-up with outside facilities to achieve a 24-48 hour procurement when possible, and document details in all appropriate internal systems.
- Make outgoing call to upsell orders received per the request of our Medical Staff.
- Monitor new oncology clients via the Welcome Program, notify sales team and medical team of new cases, and follow-up with laboratory staff as needed.
- Process all client inquires with status updates on all accessions, and follow-up with the appropriate department to ensure correct information is provided to customer.
- Process New Account submissions and Re-activations including Doctor adds, report delivery setup, and Web Result Review; monitor accounts monthly to ensure all information is up to date.
- Obtain and research Medical Record requests and follow-up with the appropriate department; Assist with all denials and pre-authorization, and obtain any information that is needed.
- Act as a liaison between patients and billing for all oncology patient bill concerns.
- Support all hospitals affiliated or non-affiliated.
- Schedule all customer pickups via FedEx and or Transportation, document pickups in all systems, and notify the lab of incoming samples; Follow-up to ensure that all samples are received.
- Order supplies for customers, and or internal staff when needed, and create/print custom requisitions when needed.
- Setup Physician to Physician calls as needed
NON-ESSENTIAL FUNCTIONS:
- Work with other departments within PathGroup and subsidiaries.
- Nothing in the job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
- Other duties as assigned.
EDUCATION & LICENSURE:
B.S. or B.A. or equivalent experience required.
REQUIREMENTS:
Three years' experience functioning in a customer support position; experience in the clinical and anatomical laboratory market preferred.
A proven track record of success in the sales field required.
Must be a self-motivated team player who is comfortable working in a fast paced environment, and comfortable taking the initiative to move processes forward and find solutions while remaining adaptable to changing priorities.
Must be able to type a minimum of 50 WPM.
