Client Services Representative

Job Description

Job Description

ABOUT OneOme

We are a healthcare technology company that helps providers make better treatment decisions when prescribing drugs within their current workflow through genetic testing and clinical decision support.

OneOme’s pharmacogenomics (PGx) solution combines a patient’s genetic profile and medical history with a curated clinical database backed by Mayo Clinic’s proprietary knowledge to produce an interactive report that easily integrates into current practices.

Our mission is to provide the most cost-effective, comprehensive, personalized, pharmacogenomics analysis integrated into patients’ everyday clinical care.

ROLE DESCRIPTION

The Client Services team is responsible for delivering a world class customer experience through operational excellence in account management, inbound and outbound service and sales, order fulfillment, and sample intake.

We strive to develop efficient and scalable processes that ensure service consistency, and use data to measure and improve our performance.

The Client Services Representative position requires excellent attention to detail, effective communication skills, and the ability to work independently and in a team environment.

RESPONSIBILITIES

• Build and maintain strong, lasting customer relationships
• Provide timely and accurate information that meets or exceeds our service level expectations
• Provide inbound and outbound email phone support to our customers : physicians, clinics, medical staff and patients
• Assist customers in payment processing and sample collection kit use and activation
• Speak with customers clearly and concisely without raising voice, interrupting, or demanding information
• Accurately gather all necessary information to provide complete and accurate answers to customers’ questions
• Work effectively to resolve any sample or order-related issues
• Enter patient test orders with a high degree of accuracy
• Triage and escalate clinical inquiries to appropriate teams
• Maintain documentation of all communications in accordance with Client Services procedures
• Proactively identify and work to resolve any issues that may adversely affect the quality of the customer experience
• Support Business Development team with customer outreach initiatives and customer software demonstrations as needed
• Fulfill requests for sample collection kit shipments
• Manage various projects and product initiatives as assigned
• Appropriate use of Protected Health Information (PHI) through access to patient reports and results through the OneOme HIPAA compliant portal while providing clinical consult education and training to providers and their clinical teams

QUALIFICATIONS

• Bachelor's degree required
• At least 1 year of customer service experience in healthcare preferred
• The ability to troubleshoot and multi-task is a must
• Experience using customer service applications, such as Salesforce (preferred) or other CRM
• Exceptional verbal and written communication skills
• Excellent organizational and task management skills
• Enjoys solving problems and identifying patterns
• Outgoing individual who loves working with people

POSITION LOCATION

Hybrid - OneOme Headquarters, 807 Broadway St NE, Suite 100, Minneapolis, MN 55413

SCHEDULE AND HOURS

This position is an hourly position that will require the ability to work Monday - Friday during standard business hours.

This position is hybrid remote and on-site at Minneapolis office.

In accordance with Minnesota state law, the Company prohibits any form of discrimination or harassment based on race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, familial status, military service and veteran status, physical or mental disability, genetic information, public assistance, local human rights commission activity, or any other characteristic protected by applicable federal, state or local laws and ordinances.