Order Support Specialist I

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Order Support Specialist I provides a vital link between Exact Sciences customers, and internal commercial operations groups. The Order Support Specialist will be directly responsible for supporting order pull through by contacting physicians and other medical personnel when information on the test order form received is missing, incomplete or unacceptable.

It is imperative that the Order Support Specialist has a demonstrated ability to work independently, but also functions effectively as a member of the team. Attention to detail, accuracy, and ability to focus are necessary qualities.

The Order Support Specialist must possess the skills to communicate professionally and effectively with all individuals, including external customers and internal employees. 

Essential Duties

include but are not limited to the following:

• Effectively manage multiple work lists daily, with minimal supervision.
• Conduct a high volume of outbound inquiries to physicians and various other healthcare professionals for resolution on orders with missing data.
• Contact various hospitals and pathology labs for specimen procurement.
• Answer inbound phone calls directed to the Order Support Specialist (OSS)extensions and triage to our billing vendor (Quadax) when necessary.
• Keep precise and clear documentation of all phone calls and follow up activities in our salesforce application (SFDC) according to the standard operating procedures (SOPs) and the customer service policy.
• Index and assign incoming domestic faxes from Onbase platform to appropriate queues or personnel in SFDC.
• Perform timely and accurate data entry of domestic fax orders received.
• Conduct quality checks to certify accuracy of data entry.
• Coordinate timely initiation of case creation and assign to designated queues or personnel.
• Manage a variety of customer service outreach cases and ensure proper follow-up. 
• Perform pathology set-ups and order kit boxes or requisition forms, as requested, by customers.
• Administer other activities in SFDC; such as emailing, faxing, triaging, and/or resolving cases.
• Work closely with the Sample Accessioning staff on case resolution and order management in accordance with SOPs.
• Support field sales staff through email communication regarding pending cases and orders when necessary.
• Partner with our reimbursement and billing vendor to coordinate information on payer requirements and benefits as needed.
• Assist with building on existing customer base by providing the highest level of customer service and support.
• Adhere to relevant SOPs pertaining to the data entry requirements for accessioning applications.
• Provide assistance, information, and education to customers in accordance with department policies and HIPAA guidelines.
• Model a culture reflective of our company core values; gain and maintain a thorough understanding of the Order Support Team policies, processes, and workflows.
• Strong interpersonal and organizational skills.
• Excellent listening, oral, and written communication skills.
• Excellent professional telephone manner.
• Strong detail and quality orientation.
• Ability to identify contextual and typographical errors.
• Sense of urgency and ability to multi-task.
• Effective problem-solving skills.
• Provides excellent customer service.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Regular and reliable attendance.
• Ability to work designated schedule; flexibility with respect to working hours to accommodate East Coast customers.
• Ability to work nights and/or weekends.
• Ability to work overtime as needed.
• Ability to lift up to 25 pounds for approximately 10% of a typical working day.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 100% of a typical working day.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• Considerable periods of time may be spent concentrating and or analyzing data.