Specialist, Customer Care

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Position Title: Specialist, Customer Care 

Division: Inside Sales 

FLSA Status: Exempt 

Reports to: Vice President, Ecommerce 

Summary        


The Customer Care Specialist exemplifies DDC’s commitment to excellence by providing an exceptional experience to anyone with whom they interact. Operating with accuracy and integrity, the Customer Care Specialists are communication conduits who help ensure that the needs of the client are met.

The Customer Care Specialist is on the front lines and acts as the face of the organization for our customers including physicians, clinics, medical staff, and patients. They handle a variety of complex inbound and outbound inquiries to assist our customers.

Responsibilities

  • Communicate with patients and healthcare providers each day through phone calls, and emails
  • Handle a variety of inquiry categories including questions about our products and services, billing, and work with our laboratory to ensure the timely delivery of test results
  • Reviewing test request forms and additional documentation submitted with a patient specimen to ensure accurate and timely testing.
  • Working with healthcare providers to complete the required documentation and sample submission.
  • Respond promptly to all customer inquiries while following standard operating procedures and professionally handling access to HIPAA information
  • Be the hub across all departments: work with the Case Management, Client Services, and Laboratory teams on prompt handling of orders and billing processes
  • Identify issues and trends and collaborate with team and leadership to develop best practices to ensure we are providing the best service and experience to all customers
  • Work with local phlebotomy providers to streamline specimen acquisition
  • Utilize territory planning for strategy and planning including target accounts, frequency of calls, etc
  • Ability to track targeting, frequency, messaging and strategic/tactical information
  • Participate in projects that extend beyond your day to day to stretch you to think outside the box or explore new aspects of DDC products and our customers’ experience

Skills

  • High School/GED Diploma required; Associates or Bachelor’s Degree preferred
  • Four (4) to five (5) years previous experience in Sales or Customer Service
  • Experience using customer service applications, such as NetSuite a plus
  • Computer literacy in Microsoft Word, Excel, Outlook and Adobe Acrobat
  • Excellent communication, customer service, interpersonal, and typing skills
  • High degree of accuracy and strong attention to detail
  • Strong planning, organizational, time, and project management skills are required
  • Excellent organizational and task management skills and professional judgment
  • Enjoys problem solving and identifying patterns
  • Self-motivated and the ability to work with minimal supervision; must also be able to work as part of a team
  • Proven ability to interact with all organizational levels is essential
  • Ability to manage multiple tasks and remain flexible to changing priorities
  • Due to the sensitive nature of our business, it is imperative that each Team Member is of high integrity and able to keep work-related issues confidential

Confidentiality

Due to the sensitive nature of our business, it is imperative that each Team Member is of high integrity and able to keep work-related issues confidential. 

DNA DIAGNOSTICS CENTER INC is an EEO employer - M/F/Vets/Disabled
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