Customer Support Representative I -7am-3:30pm PT (Remote, USA)

Compensation:  $21-23/hr. You are eligible to a Short-Term Incentive Plan with the target at 3% of your annual earnings, terms and conditions apply.

Customer Support Representative I -7am-3:30pm PT/9am-5:30pm CT (Remote, USA)

JOB OVERVIEW:

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:
  • Handle inbound phone calls from a minimum of one queue.
  • Respond to written requests via multiple channels.
  • Identify and process medical records, billing and insurance information, change authorizations, and other documents with a high level of accuracy.
  • Submit orders for single and bulk sample kits.
  • Coordinate mobile phlebotomy for patients.
  • Provide first-level technical support on Ambry software applications.
  • Contact clients and patients regarding missing or unclear information.
  • Displays preliminary billing and insurance knowledge.
• Other duties as assigned

Qualifications:

• Possesses a high school diploma or higher or equivalent work experience
• Minimum of 2 years of experience in a customer-facing role or data entry is required.
• A copy of school transcripts or diploma is required for the employee file
• 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.
• 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.

Preferred: 

• Bachelor’s degree preferred
• Bilingual (Spanish/English) highly preferred, but not required
• Previous experience in health care or clinical laboratory preferred
• Previous experience in health care or clinical laboratory administration is preferred.

#LI-AC1 #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 between genetics and human disease. We earned our reputation as industry leaders by responsibly introducing cutting-edge genetic testing solutions and continually sharing what we learn with the global scientific community.

At Ambry you will be learning, challenging yourself, and having fun while collaborating with teammates through the open exchange of ideas.  Our outstanding benefits program includes medical, dental, vision, 401k with a 4% employer match, FSA, paid sick leave and