Account Operations Specialist (Central Region)

About the role

Position Overview: As an Account Operations Specialist, you will support Adaptive Biotechnologies' clinical product clonoSEQ. You will partner with Adaptive Biotechnologies Account Operations Leads, Clinical Services, and Field-Based Teams to ensure clinicians and their patients have an exceptional experience.

Responsibilities

• Support two sales regions to ensure timely access to clonoSEQ ordering for providers and care teams
• Manage provider onboarding process for expedited ordering and customers who have clonoSEQ integrated in their EMR
• Build and maintain strategic relationships with customers and drive satisfaction through superior service and execution
• Collaborate with Account Operations Leads to manage internal process for addressing institution-specific onboarding requirements
• Ensure accurate and timely reporting of information related to new prospects
• Serve as customer liaison for priority internal initiatives requiring customer engagement
• Educate customers on new support offerings to maximize brand performance
• Manage clonoSEQ collection kit inventory in your two regions
• Collaborate with the Clinical Services team to ensure efficient and effective communication with clinicians and their care team
• Serve as a point of customer escalation engagement
• Contribute to a culture of success and ongoing business and goal achievement
• Support patient pull through efforts with timely customer follow-up and reporting
• All other duties as assigned

Requirements

• Bachelor’s degree + 2 years of related experience
• 1-2 years prior Client Services or Customer Training/Support experience is strongly preferred
• Proactive approach to work; strong personal drive and desire for feedback
• Strong customer and patient focus with a clear understanding of HIPAA requirements
• Strong analytical and planning skills with keen attention to detail and meticulous data entry skills
• Effective project collaborator able to work autonomously to advance the team toward agreed-upon goals
• Strong interpersonal and organizational skills with excellent listening, oral and written communication skills