Client Service Representative II

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 Client Service Representative provides world class service to health care providers, patients and the general public. This role is designed to be highly cross-functional. This position will support the Leads and Supervisors as needed and act as a subject matter expert (SME) for specific workflows, provide support for complex issues, and handle first-level call escalations.

Schedule: Monday - Friday, 10:30am - 7:00pm.

This position is remote within Wisconsin.

Essential Duties

include but are not limited to the following:

• Disciplined, self-motivated, and reliable: able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
• Provide ad-hoc support as necessary within the department (i.e. special projects, provide support due to outages/high volume).
• Work with others in a spirit of teamwork and cooperation.
• Act as resource to the Outbound team as senior member and train other team members as business needs arise.
• Research and resolve complex issues regarding EH, NRO, and SCNBP and report the resolution. 
• Documents all information according to standard operating procedures.
• Ability to perform all essential responsibilities of the Customer Care Associate position and perform them as directed.
• Recommends changes to ensure high quality customer service.
• Stays current with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.).
• Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics.
• Performs all job duties according to Contact Center policies and procedures.
• Completes other duties as assigned.
• 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 navigate multiple systems within order workflow.
• Demonstrated strong attention to detail and focus on quality output.
• Proven ability to solve complex problems related to overall workflow processes.
• Ability to communicate effectively with all levels of staff through both verbal and written communications including appropriate telephone etiquette.
• Disciplined, self-motivated & reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers as well as peers at all levels of the organization.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
• Professionalism: conducts themselves in a professional manner in all interactions with members of the Exact Sciences Clinical Laboratory team, clients and associates.
• Ability to listen and speak on the telephone and write simultaneously.
• Ability to operate telephone system and computer keyboard and printer.
• Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.
• Ability to type on a computer 100% of the time.
• You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher.  Exact Sciences will make a reasonable accommodation available if necessary to assist an employee with a disability to satisfy this requirement.

Minimum Qualifications

• High School diploma or GED.
• Must be 18 years of age or older and legally authorized to work in the United States.
• Four or more years of customer service experience, preferable in inbound/outbound contact center in the healthcare industry.
• Previous work in a contact center within the health care industry is preferred but appropriate contact center experience in other fields may be considered.
• Demonstrated experience working in a custo