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Flex Team Customer Care Specialist

Company: Exact Sciences Corporation
Location: Madison
Posted on: September 13, 2020

Job Description:

The Flex Team Specialist provides world class service to health care providers, patients and the general public. The Flex Team Specialist is responsible for inbound and outbound calls to patients and providers to provide clarification on our product, order details, product instruction and promotional outreaches. The Flex Team Specialist's daily roles will be decided by the Team Supervisor or Team Lead based upon business needs. This position is available only to current Exact Sciences Employees and not eligible for the employee referral bonus program.

  • Ability to be flexible in your daily tasks as business need directs.
  • Answers and responds to incoming calls and other inbound contacts, as needed.
  • Places outbound calls to follow up with patients, providers and other clients.
  • Places outbound calls to remind patients of promotional programs and incentives.
  • Documents all information according to standard operating procedures.
  • Ability to perform all essential responsibilities of the Customer Care Associate position and perform them as directed.
  • Ability to participate in interdepartmental and cross-departmental trainings (RCCT, RCT, LOT, LIM) and support these areas when business needs require.
  • Recommends changes to ensure high quality customer service.
  • Stays current with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.).
  • Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics.
  • Meets standards for production and accuracy within 3 months in shift date.
  • Reports to work on time and follows attendance guidelines.
  • Conducts all assigned job duties in a timely and productive manner.
  • Disciplined, self-motivated & reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
  • Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers as well as peers at all levels of the organization.
  • Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
  • Professionalism: conducts themselves in a professional manner in all interactions with members of the Exact Sciences Clinical Laboratory team, clients and associates.
  • Excellent verbal and written English communication skills.
  • Performs all job duties according to Contact Center policies and procedures.
  • Ability to listen and speak on the telephone and write simultaneously.
  • Ability to operate telephone system and computer keyboard and printer.
  • Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.
  • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
  • Support and comply with the company's Quality Management System policies and procedures.
  • Regular and reliable attendance.
  • You will be required to successfully complete all Epic Certification requirements with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available if necessary to assist an employee with a disability to satisfy this requirement.Minimum Requirements
    • Must be 18 years of age or older.
    • Demonstrated knowledge of customer service principles and practices.
    • Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
    • Authorization to work in the United States without sponsorship.Preferred Qualifications
      • Previous work in a contact center within the health care industry is preferred but appropriate contact center experience in other fields may be considered.
      • Previous work in a laboratory environment is preferred.#LI-SD1We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request.

Keywords: Exact Sciences Corporation, Madison , Flex Team Customer Care Specialist, Other , Madison, Wisconsin

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