Customer Support Specialist

San Diego, CA, United States

**Decipher Biosciences**

**Customer Support Specialist**

**San Diego, CA - Full Time**

Decipher Biosciences, a subsidiary of Veracyte, Inc., is a dynamic entrepreneurial startup molecular diagnostics company focused on cancer genomics. Whether on the phone with patients, or in the cloud with big data, our innovators are working hard to give back to the patient what cancer takes away: information for life.

Our team is constantly learning from each other, from patients and from urologic oncology professionals in world-renowned cancer institutions. We work 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 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.

**Summary:**

The Customer Support Specialists primary responsibility is to provide customer support to all Decipher 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 manager.

If you think you have what it takes to be part of an elite group of entrepreneurial innovators we invite you to consider joining the Decipher team.

**What you are great at doing:**

* Responding to a minimum of 60 in- and out-bound inquires (phone, email or fax) per day.

* Monitoring customer support emails from sales, operations and medical staff; acknowledging the request within 15 minutes of receipt; and documenting the request in the appropriate internal systems.

* Generating block procurement requests, following up with outside facilities to achieve a 48-72 hour procurement when possible, documenting details in the appropriate internal systems.

* Monitoring new clients via the Welcome Program, notifying sales team and medical team of new cases, processing new clients letters and follows-up with laboratory staff as needed, documenting details in the appropriate internal systems.

* Learning and applying knowledge of testing, operations, sales strategies and customer support philosophies.

* Navigating efficiently through, or having familiarity with, various laboratory information systems (LIS) and having proficiency in Microsoft Office products (Excel, Word, Access and PowerPoint)

* 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.

* Empathizing with, actively listen to, and dealing sensitively and professionally with internal and external customers.

* Performing all other assigned duties.

**What you need to be successful:**

* Bachelors degree required, preferably a science degree

* Three to five (3-5) years of experience in healthcare or laboratory client service and/or customer relations, oncology experience preferred

* Type 50-60 words a minutes

* Proficiency in Microsoft Office including Access

* Knowledge of Medical Terminology

* Familiarity with basic laboratory information systems (LIS) functions and various reporting generation requirements

**What you will bring to the team:**

* Enthusiasm and an entrepreneurial spirit

* Excellent verbal and written communication skills

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran .

Apply: Customer Support Specialist * Required fields First name* Last name* Email address* Location Phone number* Resume* or

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or

Paste your resume here or

Desired salary* References: Please enter names and contact information:* The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. . Gender Race/Ethnicity Invitation for Job Applicants to Self-Identify as a U.S. Veteran

* A disabled veteran is one of the following:

+ a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or

+ a person who was discharged or released from active duty because of a service-connected disability.

* A recently separated veteran means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

* An active duty wartime or campaign badge veteran means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

* An Armed forces service medal veteran means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran status I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE

I AM NOT A PROTECTED VETERAN

I DONT WISH TO ANSWER Voluntary Self-Identification of Disability Voluntary Self-Identification of Disability Form CC-305

OMB Control Number 1250-0005

Expires 5/31/2023 We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, o

#J-18808-Ljbffr