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Sales Support Specialist
San Diego, CA
GenomeDx Biosciences is a dynamic entrepreneurial molecular diagnostics company focused on cancer genomics. Whether in the cloud with big data, or on the phone with patients, our innovators are working hard to deliver usable genomic information into the hands of physicians and patients: information for life.
Our team is constantly learning from each other, from patients and from urologic oncology professionals in world-renowned cancer institutions. Our team works in multi-disciplinary, collaborative project teams that enable us to respond effectively to an evolving, growing, data-driven environment.
We are currently seeking a dynamic Sales Support Specialist who will work as part of a team for external and internal parties including health care professionals, cancer patients, and field-based sales representatives to join the team in San Diego.
GDx Innovator Profile
The Sales Support Specialist’s primary responsibility is to provide support to all GenomeDx internal and external customers, including the Chief Commercialization Officer, VP of Sales, VP of Marketing, Sales Team, Operations Team, Medical Staff, and GenomeDx Clients and their staff in routine functions to ensure client satisfaction and appropriate records and materials management are consistently maintained. The individual must work together with supervisory personnel to employ a team approach. Manages/oversees special projects assigned by supervisor.
What you are great at doing:
Working with sales representatives to accurately submit new and updated account setup forms
Entering and updating client/physician/pathology accounts in all GenomeDx systems
Gathering and maintaining client documents such as fax confirmation, email confirmation, and LOMN.
Gathering and maintaining documentation on physicians’ CTR and PECOS enrollment status
Reviewing pending Physician Portal access requests and specific customers’ requests to ensure excellent customer service and customer experience.
Providing troubleshooting assistance for customer Physician Portal access, account statuses, and relevant problems.
Reporting distribution including faxing, mailing, and emailing patient reports
Developing, maintaining, distributing, and monitoring of various sales reports with timely reporting of potential issues to supervisors.
Maintaining an in-depth understanding of the Decipher classifier and disease state
Documenting patient/client communications in CRM
Learning and applying knowledge of testing, operations, sales strategies and customer support philosophies
Navigating efficiently through, or have familiarity with, various laboratory information systems (LIS) and have proficiency in Microsoft Office products (Excel, Word, Access and PowerPoint) and DocuSign
Resolving service problems by clarifying the customers’ complaint; determining the root cause; selecting and explaining the best solution to solve the problem; expediting corrections or adjustments; following up to ensure resolution
Independently handling routine transactions, making decisions and resolving routine problems by working directly with sales reps, medical team, operations team, clients and patients
Emphasizing with, actively listen to, and dealing sensitively and professionally with internal and external customers
Familiarity with and abiding by the Corporate Compliance Program and all corporate policies, including the Privacy and Security policies
Performing all other assigned duties as directed by supervisor
What you need to be successful:
Bachelor’s degree preferably
One to three (1-3) years of experience in healthcare or sales support experience
Proficiency in Microsoft Office
Familiarity with basic laboratory information systems (LIS) functions and various reporting generation requirements
Familiarity with SalesForce.com preferred
Ability to multitask and switch focus quickly
Confidence to troubleshoot minor issues unaccompanied