Account Liaison I

Role Summary

The Account Liaison I position is responsible for obtaining the information required to begin Caris’s testing, assist with the specimen acquisition process, and communicating with clients throughout the Caris testing process. This position is assigned to support accounts/ territories and is responsible for helping build relationships with field teams and clients. Considerable independent judgment is required to carry out assignments that have a significant impact on the client experience.

Responsibilities

• Facilitates timely and accurately the resolution of 100 or more discrepancies per day.
• Quality check new case set-up with a quality average of 95% of better.
• As assigned by management, will be responsible for the service team distribution inbox, answer inbound calls and attach incoming docs to existing cases and the patient folder.
• Assist other team members with work as needed to ensure full completion of daily caseloads.
• Meets all deliverables and goals set by the department Vice President, Director and or supervisor.
• Meets all regulatory agency requirements as they pertain to job function.
• Maintains accurate and complete documentation in the client and patient records to continuously improve the customer service process and meet regulatory requirements.
• Provides support to the ACT team and Caris Labs for rapid resolution of client issues.
• Builds strong customer relationships through client focus, professional demeanor, reliability, and timely responsiveness.
• Responds to client emails, calls or fax inquiries regarding clinical data, referral tests, analysis, and test ordering requirements.
• Exercises problem-solving and analysis skills to rapidly solve specimen and case discrepancy issues.
• Analyzes testing information submitted via Caris requisitions and resolves discrepancies.
• Utilizes laboratory information system and customer relationship management software to enter, gather, and analyze data.
• Provides proactive communication to clients related to case concerns or issues.
• Evaluates client concerns, complaints, and trends to recommend changes to accommodate client needs.
• Responsible for individual tasks and projects as defined by management.
• Executes other activities as assigned by management.

Qualifications

• High School diploma or equivalent required.
• 1-3 years of experience in a client services role where deductive reasoning is necessary and compelling evidence of related service skill sets is required.
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.
• Conditions of Employment: Individuals must successfully complete the pre-employment process, which includes criminal background check, drug screening, and reference verification.

Preferred Qualifications

• 1-3 years of experience working in a customer support environment preferred.
• 1-3 years Laboratory experience.
• Bachelor‚Äôs degree preferred.
• 1-3 years of experience in a physician office environment, hospital environment or other patient healthcare setting highly preferred.
• Proficiency in healthcare and medical terminology required.
• Knowledge of HIPAA provisions and importance of privacy of patient data.

Physical Demands

• Must possess ability to sit and/or stand for long periods of time.
• Must possess ability to perform repetitive motion.
• Ability to lift up to 30 pounds.

Training

• All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.

Other

• This position requires periodic travel and some evenings, weekends and/or holidays.
• Potential for hybrid work schedule after 3 months of service and meet the eligibility requirements.
• This job description reflects management‚Äôs assignment of essential functions. Nothing in this job description restricts management‚Äôs right to assign or reassign duties and responsibilities to this job at any time.
• Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Additional Requirements

• Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check ( applicable for certain positions) and reference verification.