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Customer Support Coordinator
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 Customer Support Coordinator to join the team in San Diego, CA.
GDx Innovator Profile
GenomeDx markets a portfolio of clinical molecular diagnostic tests to urologists and radiation oncologists The Customer Support Coordinator’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 and Medical Staff in the 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 Customer Support Specialists to accurately submit new and updated account setup forms
Entering new and updating account/physician/pathology accounts in all laboratory systems
Gathering and maintaining client/physician documents such as fax confirmation, email confirmation, approved protocols and LMN
Providing report distribution including faxing, and mailing of patient reports
Setting up clients on the Decipher ePortal
Monitoring and troubleshooting failed faxes
Troubleshooting mail return of reports and other mailing campaigns coordinated by Customer Support
Maintaining an in-depth understanding of the Decipher classifier and disease state
Working in Salesforce and understanding how to create reports as needed
Ability to learn and apply knowledge of testing, operations, sales strategies and customer support philosophies
Ability to navigate efficiently through, or have familiarity with, various laboratory information systems (LIS) and have proficiency in Microsoft Office products (Excel, Word, Access and PowerPoint)
Independently handle routine transactions, make decisions and resolve routine problems by working directly with customer support specialists, medical team, operations team, and clients
Must be familiar with and abide by the Corporate Compliance Program and all corporate policies, including the Privacy and Security policies
Providing backup support for the CTR Coordinator
Assisting supervisors with the coordination of Outcome Managers
Performing all other assigned duties as directed by supervisor
What you need to be successful:
Bachelor’s degree preferably
Three to five (3-5) years of experience in healthcare or sales support experience preferred
Proficiency in Microsoft Office including Access
Familiarity with basic laboratory information systems (LIS) functions and various reporting generation requirements
Familiarity with Salesforce
What you will bring to the team:
Ability to empathize with, actively listen to, and deal sensitively and professionally with internal and external customers