What are the responsibilities and job description for the Client Services Associate position at Hologic Careers?
We are currently seeking a Client Services Associate (CSA) within our Client Services Department. CSAs act as Account Managers for a designated set of Oncology Account Executives (OAEs) handling their orders and servicing their accounts.
Responsibilities:
- Managing entire order process for specific OAEs, and any accounts that are assigned to those OAEs, in Salesforce.com (SFDC). Tasks include, but are not limited to:
- Processing orders in SFDC
- Faxing or calling Ordering Provider when necessary for missing information, clinical discrepancies, specimen issues, etc. and for following up consistently to obtain in a timely manner.
- Faxing specimen requests to pathology and following up regularly to expedite turnaround time (TAT)
- Resolving holds on orders so specimens received can begin testing ASAP.
- Monitoring reports on CS Dashboard to stay on top of workload – Open tasks, open order issues, orders that have completed Clinical Review, pending specimens, newly reported orders, QNS results, incoming portal order or registration requests.
- Handling Physician Call Back Requests – Responsible for forwarding call back requests to the appropriate person (i.e., Pathologist, Medical Science Liaison, Sales) and documenting in SFDC
- Managing Portal Accounts – Setting up new portal users, managing password resets, and assisting with IT support as needed
- Account management – Creating new physician contact records as well as medical practice records in SFDC. Must keep accounts updated with current names, addresses, contact info, special notes, etc.
- Follow-Up on QNS Cases – Proactively contact Pathology for additional material when orders result as QNS or Inappropriate Sample Type
- Incoming Calls/ Emails – Must be logged into CS Call Queue and be available for incoming calls to main phone line as well as direct line.
- Monitor team email inbox as well as individual email inbox.
Minimum Education/Experience Requirements:
- Bachelor’s degree preferred. High School diploma required.
- 2-5 years of professional work experience, preferably in a Corporate office setting required.
- Excellent written & verbal communication and experience handling business related calls and emails
- Experience with Microsoft Office Suite (Outlook, Excel, Word, etc.) preferred
- Strong attention to detail with an ability to multi-task and prioritize workload
- Professional and courteous demeanor
- Self-starter who takes ownership of their workload and thrives in a team atmosphere
The annualized base salary range for this role is $41,600 - $62,400 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.
Agency and Third Party Recruiter Notice:
Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms
or they will not be considered.
Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.
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