Customer Support Representative I

Compensation: $20.00 - $24.00 per hour. You are eligible for a Short-Term Incentive Plan with the target at 3% of your annual earnings; terms and conditions apply.

Customer Support Representative I - Remote, 7:30am-4:00pm PT

The goal of the Customer Support Representative I is to provide a high quality, efficient, and empathetic customer experience by providing front-line assistance to health care providers and their patients. The Customer Support Representative I will have a basic understanding of Ambry’s products, services, and software solutions, allowing them to effectively respond to questions and requests, facilitate updates related to new and existing orders, and follow-up on missing information. The Customer Support Representative I is still growing within the role and requires some supervision. 

Essential Functions

• Provide support on Ambry’s products and software in a timely and professional manner. 
• Document client interactions within Ambry systems completely and thoroughly.  
• Answer frequently asked questions regarding Ambry products and processes, utilizing resources as needed. 
• Communicate intermediate knowledge of Ambry products and systems to internal teams. 
• Exhibit appropriate inter-departmental communication and coordination. 
• Demonstrates two or more of the following skills and abilities: 
1. Handle inbound phone calls from a minimum of one queue.  
2. Respond to written requests via multiple channels. 
3. Identify and process medical records, billing and insurance information, change authorizations, and other documents with a high level of accuracy. 
4. Submit orders for single and bulk sample kits. 
5. Coordinate mobile phlebotomy for patients. 
6. Provide first-level technical support on Ambry software applications. 
7. Contact clients and patients regarding missing or unclear information. 
8. Displays preliminary billing and insurance knowledge. 
• Other duties as assigned. 

Qualifications

Education and Knowledge:

• 2+ years of experience in a customer-facing role or data entry is required. 
• Possesses a high school diploma or higher (Bachelor’s degree preferred, but not required). 
• A copy of school transcripts or diploma is required for the employee file. 

Technical Competencies (Skill, Abilities and Capabilities):  

• General- Excellent telephone and communication skills.  Capable of excelling within a team environment.  Capable of accomplishing workload and additional projects with minimal supervision.  Ability to communicate effectively, show attention to detail, and prioritize work. Flexible regarding job assignments and shift schedule. 
• Software Skills - Working knowledge of Microsoft Office, Google Chrome, and internet usage required. Salesforce or other case management software preferred.  
• Language Skills- Ability to read and interpret documents and Ambry requisitions, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.  Ability to speak effectively one-on-one, in group settings, with clients and with employees of the organization. Fluency in multiple languages preferred. 
• Mathematical Skills- Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals. 
• Reasoning Ability- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. 
• Certificates, Licenses, Registrations- none required. 

Preferred

• Bilingual (Spanish/English) highly preferred, but not required. 
• Previous experience in health care or clinical laboratory preferred. 

#LI-CB1 #LI-REMOTE

About Us: 

Ambry Genetics Corporation is a CAP-accredited and CLIA-licensed molecular genetics laboratory based in Aliso Viejo, California. We are a genetics-based healthcare company that is dedicated to open scientific exchange so we can work together to understand and treat all human disease faster.

At Ambry, everyone is welcome. A career at Ambry Genetics is a chance to be part of a dynamic company that aims to improve health by understanding the relationships be