Customer Care Representative

Pathnostics is a leading precision diagnostic testing and development company providing solutions for Infectious Disease and Cancer diagnostics that will get patients on the right path. Check out our website to learn more: https://pathnostics.com/.

We are seeking a compassionate and dedicated Customer Care specialist to provide world-class support to our clients and patients. This role requires a commitment to patient care and a focus on enhancing the quality of service we deliver daily to patients and clinicians who require our assistance in obtaining critical answers about their diagnosis and care. Strong candidates for this role will have prior experience working in fast-paced environments where every detail matters; they will have comfort utilizing multiple databases to retrieve client information and relay it to stakeholders with accuracy and urgency, and the ability to use programs like Microsoft Excel to extract data and compile reports.

Schedule: Tuesday - Friday, 8:30 am - 5 pm and Saturdays, 7:30 am - 4 pm

Training schedule is Monday-Friday, 7 am - 3:30 pm.

We Offer:

• $25-28 per hour, DOE
• 2 weeks vacation + 1 week of sick time off
• Paid holidays
• Employee and Dependent Health Insurance
• Optional FSA/DCA
• Dental, Vision, Life Insurance
• Voluntary Pet Care benefit
• 401(k)
• Employee Assistance Program (mental health, child & eldercare issues, etc.)
• Starting at $1,000 Employee Referral Bonus program
• Wellness and Culture Club programs

Candidates Must Have:

• 3-5 years of experience in customer service, managing phone calls and emails
• Bachelor’s degree is preferred
• Ability to adapt to changing procedures, policies, work environment, and responsibilities
• Ability to communicate effectively, document, and follow instructions with a high level of accuracy
• A patient-first, mission-oriented mindset

Duties:

• Provide world-class customer service and build rapport with clients, patients, and Sales Department
• Handle a high volume of inbound / outbound phone calls and emails
• Respond to inquiries via phone, email, and fax promptly and in a polite manner
• Evaluate and respond to inquiries and concerns from clients and Sales Representatives
• Resolve routine held specimens and Additional Information Required cases
• Relay case rejections to Sales Department within Salesforce
• Distribute patient reports to appropriate facilities via fax, email, etc.
• Provide patient report summary to clients upon request
• Generate “Corrected/Amended/Addended” report and follow up accordingly
• Provide report summary to clients upon request
• Document all client interactions in Salesforce and Laboratory Information System (LIS)
• Other duties as assigned

Pathnostics is an Equal Opportunity Employer. Pathnostics participates in E-Verify.