Oncology Case Manager - Kaiser

Job Responsibilities

• Serve as the primary liaison between Kaiser physicians, pathology staff, and internal Caris teams to ensure timely and accurate communication regarding cases, testing, and account-related inquiries.
• Respond promptly to customer requests, inquiries, and concerns while maintaining a high level of customer service and professionalism.
• Develop and maintain strong relationships with oncology and pathology stakeholders through regular virtual and in-person interactions to support account growth and testing utilization.
• Carefully review case information, signed-out reports, discrepancy reports, and other clinical documentation to identify and resolve data integrity concerns.
• Maintain accurate physician, pathology, and account contact information across Salesforce, Microsoft Teams, and other company systems.
• Support physician onboarding activities, including processing new ordering physician requests, coordinating account setup, and facilitating access to Caris platforms and resources.
• Collaborate with internal teams to escalate, troubleshoot, and resolve customer concerns that impact service delivery or customer satisfaction.
• Assist physicians and account stakeholders with questions related to Caris products, services, reports, and molecular profiling solutions in accordance with company policies and procedures.
• Support customer meetings, educational programs, conferences, and trade shows as needed.
• Maintain assigned company equipment and assets in accordance with company policies.

Required Qualifications

• Bachelor’s degree required.
• Minimum three (3) years of account management, customer-facing, healthcare support, or related experience.
• Experience working directly with physicians, clinical staff, pathology teams, or healthcare customers preferred within a healthcare environment.
• Demonstrated ability to build and maintain professional relationships with customers and cross-functional stakeholders.
• Strong organizational, analytical, and problem-solving skills with the ability to manage multiple priorities simultaneously.
• Proven ability to work independently, exercise sound judgment, and maintain accountability for assigned territory and customer relationships.
• Excellent verbal and written communication skills.
• Experience reviewing reports, auditing data, and maintaining accurate records.
• Ability to handle sensitive and confidential information, including Protected Health Information (PHI), in accordance with applicable regulations and company policies.
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, PowerPoint, Teams, and general working knowledge of Internet for business use.
• Experience using CRM systems such as Salesforce or similar platforms.
• Familiarity with physician onboarding processes and healthcare account implementation activities.

Preferred Qualifications

• Experience supporting oncology, pathology, molecular diagnostics, laboratory services, or related healthcare specialties.
• Knowledge of molecular profiling, precision medicine, oncology workflows, or diagnostic testing processes.
• Experience with Salesforce administration, reporting, or customer account management tools.
• Experience working in a customer success, healthcare operations, clinical support, or account management environment.
• Familiarity with physician onboarding processes and healthcare account implementation activities.