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Order Intake Representative

Apply Share Job ID 1136 Category Commercial Operations Job Location Redwood City, California Posted Date 08/18/2018

Overview:

Overview:

The Customer Service Team is a vital link between GHI customers, the external GHI sales force and the internal commercial operations group. The overall goal of the team is to provide world class customer service across the board. The Customer Service Team will often be the first point of contact for all external parties who communicate with GHI directly via the phone, email, regular mail or other means. They are also responsible for handling and recording all tissue specimens sent to GHI for testing. Another responsibility of the Customer Service team is to ensure that data entry of fax and online orders for Oncotype DX and for contacting physicians and various other personnel when information on the order form is incomplete or unacceptable. Lastly, they manage new specimen kit receipts, file preparations, report shipments, material return, document management and international kit shipments.



The Order Intake Representative position is responsible for data entry of fax and online orders for Oncotype DX and for contacting physicians and various other personnel when information on the order form is incomplete or unacceptable.

It is imperative that the Order Intake Representative has a demonstrated ability to work independently, but also function effectively as a member of the GHI team. Attention to detail, accuracy, and ability to focus are imperative qualities.

The Order Intake Representative must possess the ability to communicate professionally and effectively with all individuals, including external customers and other internal GHI personnel. The impressions we create when we interact with those people who seek us out will play a significant role in establishing favorable perceptions of the Company and its products.

Responsibilities:

Assign incoming faxes to appropriate personnel or queue.
Create Customer Service cases and set the appropriate follow up date.
Conduct quality checks to ensure accuracy of data entry.
Fax requests for specimens to Pathology Accounts.
Administer activities in pertinent queues.
Contact physicians and various other medical personnel to obtain information required to complete the order entry process.
Document all phone calls and follow up activities in our application according to SOPs and the Customer Service Department Policy.
Provide assistance, information, and education to customers in accordance with department policies and procedures.
Work closely with our reimbursement and billing vendor to coordinate information on payer requirements and benefits as needed.
Assist in building on existing customer base by providing the highest level of customer service and support.
Adhere to relevant Standard Operating Procedures (SOPs) pertaining to the data entry requirements for accessioning applications.
Other administrative duties.

Qualifications:

Strong customer service orientation.
Must have strong interpersonal and organizational skills.
Excellent listening, oral and written communication skills.
Professional telephone manner.
Possess strong detail and quality orientation.
Ability to identify contextual and typographical errors.
Demonstrate willingness to pitch in as needed.
Able to integrate and apply feedback in a professional manner
Able to prioritize and drive to results with a high emphasis on quality
Strong communicator with ability to maintain open communication with internal employees, managers and customers as needed
Able to integrate and apply feedback in a professional manner
Able to prioritize and drive to results with a high emphasis on quality



REQUIRED

High school diploma or GED required.
Able to legally perform duties within the United States without restrictions.
No disqualifications for employment in the US lab industry as determined by the Federal Government.

DESIRED

Significant PC knowledge & Windows OS experience.
Experience following SOPs preferred.
Flexibility with respect to working hours to accommodate East Coast customers. Ability to work as part of a team
Spanish Speaker Preferred



Company Profile:

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Apply today to be apart of our exiting team as an Order Intake Representative. In this role, you will have the opportunity to help solve problems and issues pertaining to our customers cancer care. You will work closely with practicing accounts where you obtain missing information.
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If you want to be part of a team that prides itself in teamwork and developing cutting-edge technology at Genomic Health, apply today!