Account Liaison I

Role Summary

The Account Liaison I facilitates obtaining the information required to begin Caris testing, assists with the specimen acquisition process, and communicates with clients throughout the testing process. This role supports assigned accounts/territories, helps build relationships with field teams and clients, and requires independent judgment to significantly impact 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

• Required: High School diploma or equivalent required.
• 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.
• Required: Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.
• Preferred: 1-3 years of experience working in a customer support environment preferred.
• Preferred: 1-3 years Laboratory experience.
• Preferred: 1-3 years of experience in a physician office environment, hospital environment or other patient healthcare setting highly preferred.
• Preferred: Proficiency in healthcare and medical terminology required.
• Preferred: Knowledge of HIPAA provisions and importance of privacy of patient data.

Education

• Bachelor’s degree preferred.

Skills

• Client relationship management and excellent communication.
• Problem solving and analytical abilities.
• Familiarity with laboratory information systems and customer relationship management software.

Additional Requirements

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