Customer Care Specialist

At Veracyte, we offer exciting career opportunities for those interested in joining a pioneering team that is committed to transforming cancer care for patients across the globe. Working at Veracyte – whether it be in one of our labs, corporate offices, the field – enables our employees to not only make a meaningful impact on the lives of patients, but to also learn and grow within a results-driven environment that values innovation, collaboration, and compassion.

Location: This is a remote position, this person will need to work from 6:00 am - 2:30 pm PST. 

The Position:

As a Customer Care Specialist, you will be the cornerstone of our customer care team. Your primary mission is to ensure that healthcare providers and patients receive unparalleled service and support. You will handle customer inquiries with empathy, professionalism, and efficiency. By actively collaborating with internal teams such as Sales, Laboratory, and Billing, you will resolve issues promptly and enhance the overall customer experience. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
• Order Management: Efficiently manage and monitor orders and cases from submission to completion, ensuring timely resolutions and clear communication with customers.
• Physician Outreach: Perform outbound communication with physician offices through phone, fax, email, and other channels to efficiently resolve order issues.
• Inbound Calls: Address inbound calls with empathy and precision, by resolving customer inquiries and providing comprehensive support.
• Collaboration: Partner closely with the Sales team to anticipate customer needs, drive growth, and enhance customer retention through proactive solutions and positive professional relationships.
• Trend Analysis: Collect and analyze customer feedback and trends to develop actionable strategies for continuous improvement, sharing insights with relevant teams.

 

Who You Are:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE
• A bachelor’s degree (B.A. or B.S.) is preferred. Relevant experience may be considered in lieu of the education preference.
• 2+ years of experience in customer service within healthcare, biotech, or laboratory settings; oncology experience is preferred.

PHYSICAL REQUIREMENTS
• Repetitive movement of hands, arms, and legs
• Repetitive movement of fingers (typing and/or writing)
• Sitting, with occasional walking, standing, stooping and moving about
• Exposure to general office environment conditions
• Talking and hearing
• Occasionally required to lift up to 25 pounds

 

#LI-Remote

 

The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and length of experience within the job, type and length of experience within the industry, education, etc. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. Veracyte is a multi-state employer, and this salary range may not reflect positions that work in other states.

Pay range$27—$31 USD

 

What We Can Offer You

Veracyte is a growing company that offers significant career opportunities if you are curious, driven, patient-oriented and aspire to help us build a great company. We offer competitive compensation and benefits, and are committed to fostering an inclusive workforce, where diverse backgrounds are represented, engaged, and empowered to drive innovative ideas and decisions. We are thrilled to be recognized as a 2024 Certified™ Great Place to Work® in both the US and Israel - a testament to our dynamic, inclusive, and inspiring workplace where passion meets purpose.

 

About Veracyte

Veracyte (Nasdaq: VCYT) is a global genomic diagnostics company that improves patient care by providing answers to clinical questions, informing diagnosis and treatment decisions throughout the patient journey in cancer and other diseases. The company’s growing menu of genomic tests leverage advances in genomic science and technology, enabling patients to avoid risky, costly diagnostic procedures and quicken time to appropriate treatment. The company’s tests in lung cancer, prostate cancer, breast cancer, thyroid cancer, b