Intake Coordinator I Oncology – Customer Support

Role Summary

The Intake Coordinator I – Oncology acts on behalf of Caris as the first touch point for all oncology clients’ requests for molecular testing. Responsible for the creation of electronic orders utilizing the Caris laboratory information system, and the initiation of the specimen acquisition process. This position plays a crucial role in ensuring a timely and efficient process of procuring material for the Caris laboratory. Intake Coordinators respond to internal and external inquiries, and other support needs, and analyze all inbound supplemental documentation for existing patient cases awaiting missing information for case activation. Considerable independent judgment is required to carry out assignments that have a significant impact on clients and their patients.

Responsibilities

• Meets all deliverables and goals set by department.
• Meets all regulatory agency requirements as they pertain to job function.
• Maintains accurate and complete documentation in client and patient records in order to continuously improve the customer service process and meet regulation requirements.
• Reviews incoming documents and determines action needed for information received.
• Utilizes multiple computer-based systems simultaneously, such as Office 365 applications, Salesforce, laboratory information system, etc. to organize client and patient documentation for processing and filing.
• Processes cases from documentation to setup within laboratory information system.
• Gathers, analyzes, and enters data according to documentation received from oncology- and pathology-related organizations.
• Coordinates with pathology departments nationwide for specimen procurement and shipment.
• Exercises problem-solving and analysis skills to rapidly solve specimen and case discrepancy issues.
• Facilitates timely and accurate resolution of case discrepancies for missing information.
• Analyzes testing information submitted via Caris requisitions.
• Reviews diagnostics of pathology material to vet adequacy for testing.
• Investigates and interprets patient case status by reviewing notations made by laboratory and other departments.
• Professionally communicates with other operational groups including pathologists, clinicians, clients and other integral departments as needed to facilitate customer needs.
• Serves as client support for medical, technical, sales and support services providing timely resolution to client issues via email and fax.
• Supports requests for shipments of supplies, pathology materials, specimens, reports, etc.
• Responds and facilitates communication to clients relating to case concerns or issues.
• Demonstrated attention to detail and is organized and able to prioritize duties.
• Willingness to learn and understand the complexity of precision medicine industry and business.
• Drive for Results (Service, Quality, and Continuous Improvement) ‚Äì Ensure procedures and processes are in place that lead to delivery of quality results and continually reassess their effectiveness to achieve continuous improvement.
• Communication ‚Äì Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization in order to achieve the desired results.
• Teamwork ‚Äì Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.
• Customer Service Focus ‚Äì Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations.

Qualifications

• Required: High School diploma or equivalent.
• Required: One to three years of experience in a customer support role where deductive reasoning is necessary and strong evidence of related service skill sets.
• Required: Conditions of Employment ‚Äî successfully complete pre-employment process, including criminal background check, drug screening, and reference verification.
• Preferred: Understands HIPAA and the importance of privacy of patient data.
• Preferred: Proficiency in medical and healthcare terminology.
• Preferred: Experience with both hands-on and phone-based support of PC-based hardware, Windows operating systems, and productivity software (Word, Outlook, CRM apps) and general Internet for business use.
• Preferred: Associate or bachelor‚Äôs degree.
• Preferred: Experience in a physician office environment, hospital environment, or other health care setting.

Skills

• Effective communication (verbal and written)
• Customer service excellence
• Attention to detail and strong organizational skills
• Ability to work with multiple computer-based systems simultaneously
• Problem-solving and analytical thinking
• Team collaboration and cross-functional coordination

Education

• No degree required; additional degree helpful (preferred: Associate or Bachelor's).

Additional Requirements

• This position requires periodic travel and some evenings, weekends and/or holidays.
• Hybrid work schedule available for eligible employees.
• Physical Demands: extensive computer-based tasks; ability to sit/stand for long periods; ability to lift up to 30 pounds.