Clinical Customer Service Representative

Role Overview

• Establish relationships with ordering physician centres’ personnel, facilitate patient sample submission, monitor testing and reporting process
• Resolving their billing queries as quickly and efficiently as possible
• Communicate processes with prospective ordering physicians to support UK commercial team in customer education
• Facilitate communication with ordering physicians and provide materials and logistical information required for submission of patient samples within the Order Management System
• Facilitate discussions between ordering physicians, internal teams, and consulting physicians as needed
• Address customer inquiries and order status with possible solutions in a timely manner
• Develop and maintain good working relationships using advanced communication skills with vendors and partners of OBD
• Provide input on the documentation of customer-facing materials / social media posts to support the launch of new technologies and tests, as needed
• Communicate feedback regarding improvements to internal systems used for clinical order management
• Communicate tasks related to kit inventory and shipping vendor management with Operational staff as required
• Engage with customer/ insurance companies, working with the finance department to gain applicable payments
• Engage with clinics that have stopped ordering
• contacting by telephone, letters etc. to encourage repeat test orders
• Assist with development and revision of training material for Clinical Customer Service staff
• Assist with insurance company submissions as needed
• Support the Director of Operations, Director of Clinical Customer Service and Sr. Director Commercial & Marketing Communications
• as required

Requirements

• GCSE and or A levels (or equivalent)
• BA/BS Degree in Life Sciences preferred
• Typically 4+ years in customer-facing, technical support, and/or consultative roles
• Demonstrable experience (typically at least 2 years) in supporting sophisticated and diverse customer base
• Demonstrable experience (typically at least 2 years) in a services organization and preferably in a clinical testing laboratory or clinical research organization
• Knowledge of ISO 13485 and ISO 15189 would be an advantage.
• Confident user of computer systems and standard IT packages including MS Office.
• Experience with order management software is preferred.

Benefits

• Competitive salary
• Hybrid work arrangement