Client Experience Associate (Temp - 6 Months)
Personalis, Inc. is transforming the active management of cancer through breakthrough personalized testing. As a Client Experience Associate, you will support clinical testing operations by ensuring a seamless experience for patients and oncology offices, managing communication, and collaborating with internal teams.
Responsibilities
- Manage inbound and outbound communication with patients, physicians offices and pathology labs using Salesforce/Service Cloud (CRM)
- Follow up with physicians offices to gather missing test requisition form information and document interactions ensuring accurate and complete case management and resolution
- Coordinate timely procurement of tissue samples required for testing
- Manage patient mobile phlebotomy appointments and specimen collection logistics
- Provide support to patients by addressing questions and concerns regarding clinical testing
- Communicate efficiently and clearly with customers regarding the status of testing and reporting
- Collaborate with internal teams including accessioning, laboratory operations and clinical staff to ensure patient reports are delivered within expected turnaround times
- Partner with the clinical sales team to provide customer support and address inquiries
- Work closely with the billing team to obtain patient medical records and insurance
- Monitor and resolve any service related issues, proactively escalating to management as needed
- Ensure accurate and complete data entry into Salesforce, LIMS (Laboratory Information Management Systems) and the clinical ordering portal
- Contribute to continuous improvement efforts and participate in special projects or initiatives as assigned
Skills
- A minimum of 1-2 years of experience in a physician/patient facing role is required
- Excellent verbal and written communication skills
- Exceptional organizational and time management skills
- Ability to manage multiple priorities in a results driven setting
- Strong attention to detail and accuracy of information
- Bachelor of Science or related degree is preferred
- Familiarity with clinical workflows, diagnostic testing or laboratory operations is a plus
- Prior experience with Salesforce/Service Cloud, LIMS and G Suite preferred
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