Regional Customer Support Specialist – Oncology Division at blithequark

Are you a customer service expert with a passion for oncology and a knack for resolving complex issues? Do you thrive in fast-paced environments where no two days are ever the same? If so, we want to hear from you! blithequark is seeking a highly skilled Regional Customer Support Specialist to join our Oncology division, providing world-class service to medical professionals, patients, and internal teams.

About blithequark

blithequark is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women's health, and organ health. Our mission is to make personalized genetic testing and diagnostics part of the standard of care, protecting health and enabling earlier and more targeted interventions that lead to longer, healthier lives. At blithequark, we're a team of highly dedicated professionals from world-class institutions, united by our passion for making a difference in the lives of our patients.

Your Role

As a Regional Customer Support Specialist, you will be the primary point of contact for accounts and sales representatives, ensuring a smooth ordering process and quick reporting of results. You will work independently, multi-task, and use critical thinking skills to resolve issues in a timely manner. Your expertise will be essential in building rapport with accounts, patients, and sales teams to resolve missing information and ensure timely turnaround times.

Key Responsibilities

* Respond promptly to internal and external customer inquiries, providing world-class service and support.

• Serve as the lead contact for accounts and sales representatives, documenting all interactions, communications, actions taken, and follow-ups.
• Build rapport with accounts, patients, and sales teams to resolve missing information in a timely manner, ensuring timely turnaround times.
• Communicate delays and cancellations to customers and facilitate redraw of samples as needed.
• Deal directly with internal and external customers via telephone and electronic channels to research and resolve escalated issues, communicating clearly and logically the root cause of the issue and resolution.
• Familiarize yourself with all oncology tests performed by blithequark, including samples needed, turnaround times, patient health information, request forms, and required waivers.
• Participate in special projects and other duties as assigned to meet business needs.
• Maintain a current status on blithequark training requirements and complete training relating to HIPAA/PHI privacy, general policies and procedure compliance, and security training as soon as possible.

Qualifications

* Two-year degree and/or 2-5 years of related experience, undergraduate degree preferred.

• Skilled specialist with the ability to complete tasks in a resourceful and efficient manner.
• Advanced professional growth education.
• Must complete training relating to HIPAA/PHI privacy, general policies and procedure compliance, and security training as soon as possible.

Knowledge, Skills, and Abilities

* Excellence in de-escalating customer behavior.

• Excellent organizational skills and ability to balance multiple client needs and internal stakeholders.
• Problem analysis and problem-solving skills.
• Adaptability to change and self-starter.
• Knowledge of customer service principles and practices.
• Experience in both phone and written customer support.
• Knowledge of administrative procedures and protocols.
• Knowledge of numeric, oral, and written language applications.
• Intermediate knowledge in GSuite applications and typing with excellence in spelling and grammar.
• Excellence in attention to detail and critical thinking.
• Adaptability to change and self-starter.
• Ability to maintain professionalism during highly escalated situations.

Preferred Skills and Experience

* Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities.

• Problem analysis and problem-solving.
• Data collection and maintenance.
• Bilingual is a plus.

Our Opportunity

Join our team at blithequark and be part of a company that is changing the landscape of genetic disease management. As a Regional Customer Support Specialist, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and make a real difference in the lives of our patients.

What We Offer

* Competitive benefits, including comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents.

• Free testing and fertility care benefits for employees and their immediate families.
• Pregnancy and baby bonding leave, 401k benefits, commuter benefits, and much more.
• A generous employee referral program.
• Opportunities for career growth and professional development.
• A dynamic and inclusive work environment that values diversity and promotes collaboration.

Equal Opportunity Employer

blithequark is proud to be an Equal Opportunity Employer, committed to ensuring a diverse and inclusive workplace environment. We welcome people of different backgrounds, experiences, abilities, and perspectives, and believe that inclusive collaboration benefits our employees, our community, and our patients.

How to Apply

If you're a motivated and customer-focused individual with a passion for oncology, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch soon. Apply Now!

Important Notice

Please be advised that blithequark will only contact candidates with a @blithequark.com email domain. Email communications from all other domain names are not from blithequark or its employees and are fraudulent. blithequark does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. blithequark takes cyber crimes seriously and will collaborate with law enforcement authorities to prosecute any related cyber crimes. Apply for this job