Customer Support Representative- Oncology
Job Details
Papago - Tempe, AZ
Full Time

A Customer Support Representative acts on behalf of Caris as the first tier of support for all client issues or needs. This position responds to internal and external client inquiries regarding logistics, testing, supplies, and other support needs. This position handles all incoming documentation into the department. Independent judgment is required to carry out assignments that have a significant impact on clients.

Job Responsibilities:

  1. Meets all deliverables and goals set by department.
  2. Meets all regulatory agency requirements as they pertain to job function.
  3. Maintains accurate and complete documentation in client and patient records in order to continuously improve the customer service process and meet regulation requirements.
  4. Reviews incoming documents and determines action needed for information received
  5. Processes cases from documentation to setup within laboratory information system.
  6. Supports inquiries (calls/emails) for both internal and external clients
  7. Provides support and delivers solutions to clients for resolution of questions/concerns. Works to research and resolve in a timely manner.
  8. Supports the logistics for shipments of supplies, materials, specimens, reports, etc.
  9. Coordinates with shipping vendors for delayed or impacted shipments.
  10. Builds strong customer relationships through client focus, professional demeanor, reliability and responsiveness.
  11. Coordinates with pathology departments for specimen procurement and shipment.

Physical Demands:

  1. Will work at a computer some of the time as well as need to keep inventory and ordering records requiring the use of copiers, fax machines, and PDF scanners.
  2. Must possess ability to sit and/or stand for long periods of time.
  3. Must possess ability to perform repetitive motion.
  4. Ability to lift up to 30 pounds.
  5. May have exposure to high noise levels in the data center.
  1. Demonstrated attention to detail and is organized and able to prioritize duties.
  2. Willingness to learn and understand complexity of industry and business.
  3. Understands HIPAA and importance of privacy of patient data.
  4. Experience with both hands-on and phone based support of PC based hardware, Windows operating systems, and productivity software.
  5. Drive for Results (Service, Quality, and Continuous Improvement) – Ability to meet deadlines and work under pressure. Is able to demonstrate flexibility and adaptability according to shifting priorities. Produces excellent results and looks for ways to consistently improve performance.
  6. 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.
  7. Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.
  8. 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. Demonstrated aptitude with dealing with demanding client needs and demonstrates effective conflict resolution telephone skills.

Education, Certification/Licensure, and/or Experience:

  1. High School diploma or equivalent required; Associates degree preferred.
  2. One to three years of experience in a client services role where deductive reasoning is necessary and strong evidence of related service skill sets are required.