Intake Coordinator I Oncology – Customer Support

Job Responsibilities

• Mets all deliverables and goals set by department.
• Mets all regulatory agency requirements as they pertain to job function.
• Maintains accurate and complete documentation in client and patient records in order to continuously improve the customer service process and meet regulation requirements.
• Reviews incoming documents and determines action needed for information received.
• Utilizes multiple computer-based systems simultaneously, such as Office 365 applications, Salesforce, laboratory information system, etc. to organize client and patient documentation for processing and filing.
• Processes cases from documentation to setup within laboratory information system.
• Gathers, analyzes, and enters data according to documentation received from oncology- and pathology-related organizations.
• Congrates with pathology departments nationwide for specimen procurement and shipment.
• Exercises problem-solving and analysis skills to rapidly solve specimen and case discrepancy issues.
• Facilitates timely and accurate resolution of case discrepancies for missing information.
• Analyzes testing information submitted via Caris requisitions.
• Reviews diagnostics of pathology material to vet adequacy for testing.
• Investigates and interprets patient case status by reviewing notations made by laboratory and other departments.
• Professionally communicates with other operational groups including pathologists, clinicians, clients and other integral departments as needed to facilitate customer needs.
• Serves as client support for medical, technical, sales and support services providing timely resolution to client issues via email and fax.
• Supports requests for shipments of supplies, pathology materials, specimens, reports, etc.
• Responds and facilitates communication to clients relating to case concerns or issues.
• Demonstrated attention to detail and is organized and able to prioritize duties.
• Willingness to learn and understand the complexity of precision medicine industry and business.
• Drive for Results (Service, Quality, and Continuous Improvement) – Ensure procedures and processes are in place that lead to delivery of quality results and continually reassess their effectiveness to achieve continuous improvement.
• Communication – Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization in order to achieve the desired results.
• Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.
• Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations.

Required Qualifications

• High School diploma or equivalent required.
• One to three years of experience in a customer support role where deductive reasoning is necessary and strong evidence of related service skill sets are required.

Conditions of Employment

• Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, and reference verification.

Preferred Qualifications

• Understands HIPAA and importance of privacy of patient data.
• Proficiency in medical and healthcare terminology.
• Experience with both hands-on and phone-based support of PC based hardware, Windows operating systems, and productivity software, specifically Word, Outlook, customer relationship management applications and general working knowledge of Internet for business use.
• Associate or bachelor’s degree preferred.
• Experience in a physician office environment, hospital environment, or other health care setting preferred.