Personalis, Inc. is transforming the active management of cancer through breakthrough personalized testing. As a Client Experience Associate, you will support clinical testing operations by ensuring a seamless experience for patients and oncology offices, managing communication, and collaborating with internal teams.
Responsibilities
- Manage inbound and outbound communication with patients, physicians offices and pathology labs using Salesforce/Service Cloud (CRM)
- Follow up with physicians offices to gather missing test requisition form information and document interactions ensuring accurate and complete case management and resolution
- Coordinate timely procurement of tissue samples required for testing
- Manage patient mobile phlebotomy appointments and specimen collection logistics
- Provide support to patients by addressing questions and concerns regarding clinical testing
- Communicate efficiently and clearly with customers regarding the status of testing and reporting
- Collaborate with internal teams including accessioning, laboratory operations and clinical staff to ensure patient reports are delivered within expected turnaround times
- Partner with the clinical sales team to provide customer support and address inquiries
- Work closely with the billing team to obtain patient medical records and insurance
- Monitor and resolve any service related issues, proactively escalating to management as needed
- Ensure accurate and complete data entry into Salesforce, LIMS (Laboratory Information Management Systems) and the clinical ordering portal
- Contribute to continuous improvement efforts and participate in special projects or initiatives as assigned
Skills
- A minimum of 1-2 years of experience in a physician/patient facing role is required
- Excellent verbal and written communication skills
- Exceptional organizational and time management skills
- Ability to manage multiple priorities in a results driven setting
- Strong attention to detail and accuracy of information
- Bachelor of Science or related degree is preferred
- Familiarity with clinical workflows, diagnostic testing or laboratory operations is a plus
- Prior experience with Salesforce/Service Cloud, LIMS and G Suite preferred
Company Overview
At Personalis, we are transforming the active management of cancer through breakthrough personalized testing. It was founded in 2011, and is headquartered in Menlo Park, California, USA, with a workforce of 201-500 employees. Its website is http://www.personalis.com.