Account Liaison I

Job Responsibilities

• Facilitates timely and accurately the resolution of 100 or more discrepancies per day.
• Quality check new case set-up with a quality average of 96% of better.
• As assigned by management, will be responsible for the service team distribution inbox, answer inbound calls and attach incoming docs to existing cases and the patient folder.
• Aid other team members with work as needed to ensure full completion of daily caseloads.
• Maintain accurate and complete documentation in the client and patient records to continuously improve the customer service process and meet regulatory requirements.
• Support the ACT team and Caris Labs for rapid resolution of client issues.
• Build strong customer relationships through client focus, professional demeanor, reliability, and timely responsiveness.
• Respond to client emails, calls or fax inquiries regarding clinical data, referral tests, analysis, and test ordering requirements.
• Exercise problem-solving and analysis skills to rapidly solve specimen and case discrepancy issues.
• Analyze testing information submitted via Caris requisitions and resolve discrepancies.
• Utilize laboratory information system and customer relationship management software to enter, gather, and analyze data.
• Provide proactive communication to clients related to case concerns or issues.
• Evaluate client concerns, complaints, and trends to recommend changes to accommodate client needs.
• Execute other activities as assigned by management.

Required Qualifications

• High School diploma or equivalent required.
• 1-3 years of experience in a client services role where deductive reasoning is necessary and compelling evidence of related service skillsets is required.
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.

Preferred Qualifications

• 1-3 years of experience working in a customer support environment preferred.
• 1-3 years Laboratory experience.
• Bachelor’s degree preferred.
• 1-3 years of experience in a physician office environment, hospital environment or other patient healthcare setting highly preferred.
• Proficiency in healthcare and medical terminology required.
• Knowledge of HIPAA provisions and importance of privacy of patient data.