Associate Clinical Experience Analyst

About the role

The Associate Clinical Experience Analyst delivers clinical expertise and operational support, ensuring accurate handling of medical inquiries and process escalations. It combines training development, cross-functional collaboration, and data-driven analysis to improve workflows and enhance customer experience. This role will be in support of our rare disease customer facing team for PreventionGenetics.

Key responsibilities

• Acts as a clinical liaison for both internal and external customers, addressing elevated inquiries.

• Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio.

• Provides product-specific clinical training, including content creation and collaboration with training teams.

• Collaborates with laboratory and pathology teams to ensure accurate case resolution and process improvements.

• Monitors metrics for clinical inquiries and elevations, and identifies trends for corrective and preventative actions.

• Investigates escalations to identify process gaps and recommends retraining or workflow adjustments.

• Documents all information according to standard operating procedures.

About you

• Bachelor's or Associate Degree related to Science

• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.

• Ability to work weekdays, nights and/or weekends and overtime as needed.

About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home.