Oncology Case Manager - Jacksonville, Florida

Role Summary

The Oncology Case Manager is responsible for maintaining and growing business with existing customers within an assigned territory. This role focuses on managing customer relationships end-to-end, ensuring a high-quality experience from order initiation through delivery of the laboratory report. The ideal candidate will have at least three years of experience in the pharmaceutical, medical device, or diagnostic industry, with proven success in account management, customer retention, and organic account growth.

Responsibilities

• Partner closely with internal and external stakeholders to deliver exceptional customer support and satisfaction.
• Execute customer retention strategies to maintain and grow existing accounts.
• Build and maintain value-based relationships with current customers, driving increased utilization of products and services.
• Maintain frequent communication with teammates, Customer Support, and Commercial Leadership to share customer feedback, success stories, challenges, and best practices.
• Accurately document customer interactions, updates, and value-based activities in the CRM.
• Develop and maintain practical working knowledge of company products, services, technology platforms, reimbursement and billing processes, and molecular profiling solutions.
• Establish and maintain open communication with key stakeholders at assigned accounts and escalate issues impacting customer satisfaction.
• Maintain assigned company equipment and assets.
• Submit required reports and documentation accurately and on time.
• Meet or exceed assigned performance goals.
• Support meetings, conferences, and trade shows as needed.
• Assist physicians with ordering and interpretation of the CMI platform, including QC report accuracy, requiring access to PHI.
• Maintain a primary focus on case management.

Qualifications

• Required: Bachelor’s degree.
• Required: Minimum of three years of account management or customer-facing experience.
• Required: Strong problem-solving and decision-making skills.
• Required: Understanding of clinic-based business practices.
• Required: Ability to learn proprietary software.
• Required: Excellent written and verbal communication skills.
• Required: Strong organizational, interpersonal, and collaboration skills.
• Required: Valid driver’s license and reliable transportation.
• Required: Successful completion of pre-employment requirements.
• Preferred: Experience in pharma, medical device, or diagnostics.
• Preferred: Oncology experience.

Additional Requirements

• Physical Demands: Ability to sit or stand for extended periods.
• Physical Demands: Ability to lift routine office materials.
• Travel: Periodic travel required, including possible evenings, weekends, or holidays.