Health Systems & Oncology Support

Job Responsibilities

• Respond to a minimum of 80 inbound and outbound inquiries (phone, email, or fax) per day and order modifications received per the request of our medical staff.
• Navigate efficiently through various LIS systems and have proficiency in Microsoft Office products (Outlook, TEAMS, OneNote, Excel, Word, and PowerPoint).
• Learn and apply knowledge of testing, operations, sales strategies, customer support philosophies, and general PathGroup processes.
• Handle routine transactions independently, make decisions, and resolve routine problems by working directly with management, sales representatives, medical team, operations team, and customers.
• Listen attentively and interact professionally with internal and external customers.
• Monitor customer support emails from sales, operations, medical staff, and clients; acknowledge the request promptly upon receipt and document the request in the appropriate internal systems.
• Generate block procurement requests, follow up with outside facilities to achieve a 24--48-hour procurement when possible, and document details in all appropriate internal systems.
• Process all client inquiries with status updates on all accessions, and follow up with the appropriate department to ensure correct information is provided to the customer.
• Process New Account submissions and Re-activations including Doctor adds, report delivery setup, and Web Result Review; monitor accounts monthly to ensure all information is up to date.
• Obtain and research Medical Record requests and follow up with the appropriate department; assist with all denials and pre-authorization and obtain any information that is needed.
• Act as a liaison between patients and billing for all oncology patient bill concerns.
• Schedule all customer pickups via FedEx or Transportation, document pickups in all systems, and notify the lab of incoming samples; follow up to ensure that all samples are received.
• Order supplies for customers or internal staff when needed
• Set up Physician to Physician calls as needed.
• Support PathGroup's mission, vision, goals and management decisions.

Qualifications

• B.S. or B.A. or equivalent experience required.
• Three years' experience functioning in a customer support position; experience in the clinical and anatomical laboratory market preferred.
• Must be a self-motivated team player who is comfortable working in a fast-paced environment, and comfortable taking the initiative to move processes forward and find solutions while remaining adaptable to changing priorities.
• Must be able to type a minimum of 50 WPM.