Clinical Experience Analyst

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 Clinical Experience Analyst performs the functions of their position under the guided direction of the Provider Support Manager. The Clinical Experience Analyst provides clinical support for the Provider Support team and Customer Success Teams within Customer Care. This position supports the mission and vision of Exact Sciences Laboratories along with the Provider Support Supervisors and Managers and shares the responsibility of ensuring the Provider Support team operates effectively. They will follow all laboratory and Provider Support policies and procedures and maintain accurate data reporting practices as needed to ensure consistent and diligent execution of inbound and outbound call handling.

Essential Duties

Include but are not limited to the following:

• Acts as clinical liaison for Provider Support Analysts, Customer Success Analysts and Customer Success Managers.
• Acts as first line of contact for elevated clinical and medical inquiries that require review by Pathology and Medical Affairs.
• Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio.
• Supports domestic as well as international orders and cases.
• Provides product-specific clinical training for Customer Care teams, both domestic and international. This includes content creation, information maintenance, and collaboration with the Training team in implementation.
• Provides subject matter expertise, support to PO Customer Care teams.
• Collaborates closely with Pre-Analytical Laboratory, Histology, Pathology, and Clinical Laboratory Scientist teams.
• Provides process management in the form of early targeted support for new products, systems, and processes.
• Facilitates transition of processes to other Customer Care and Laboratory teams as needed.
• Provides Provider Support Supervisors and Managers feedback and action items from weekly team meetings.
• Trains and mentors new Clinical Experience Analysts.
• Customer Care representation in Case Review Team (CRT) and Medical Review Team (MRT) meetings, including customer communication and implementation of decisions made.
• Identifies case resolution trends in Customer Care, Quality Assurance and Laboratory teams, as well as mitigation measures such as implementing process changes, or conducting staff retraining if necessary.
• Manages and facilitates Reference Lab Sendout process (the sendout process for reference laboratory staining by immunohistochemistry (IHC) and/or fluorescent in situ hybridization (FISH)).
• Creates and maintains product-related Knowledge Base Articles (FAQs) for all products.
• Delegated patient contact on behalf of Medical Affairs, Pathology, and other groups. This encompasses Unsolicited Medical Inquiries as well as other necessary patient outreaches.
• Monitors metrics for clinical inquiries and elevations, and sends reports to Pathology and Medical Affairs teams as needed.
• Actively runs reports on metrics captured on the CS Dashboard to monitor team productivity.
• Investigates and analyzes elevations to identify process or training gaps. Collaborates closely with Supervisors and Managers to develop process improvements and identify retraining opportunities.
• Documents all information according to standard operating procedures.
• Ensures familiarity with relevant guidelines and policies for medical devices.
• Identifies and shares best practices and drives for continuous improvement of the customer experience.
• Researches required information using available resources.
• Provides customers with product and service information.
• Recommends changes to ensure high quality customer service.
• Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics.
• Reports to work on time and follows attendance guidelines.
• Conducts all assigned job duties in a timely and productive manner.
• Performs all job duties according to Customer Care policies and procedures.
• Application of knowledge of customer service principles and practices.
• Application of knowledge of contact center operations including training and performance monitoring.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply