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Order Support Specialist

Apply Share Job ID 1598 Category Customer Service/Accessioning Job Location Redwood City, California Posted Date 10/20/2019



Genomic Health ( is a life science company whose core competence is improving the quality of treatment decisions for patients with cancer by utilizing genomic technologies to predict cancer recurrence and response to therapy. Through research, development and commercialization of genomic-based clinical laboratory services, these diagnostic technologies generate information that healthcare providers and patients can use in making treatment decisions. As one of the leaders in this field the company is rapidly building the capability to become a worldwide hub for genomic and diagnostic data leading to more personalized medicine.


The Order Support Specialist provides a vital link between GHI customers, the external GHI sales force, and the internal commercial operations group. The OSS will be directly responsible for requisition receipt and specimen procurement through outbound phone calls to a variety of health care professionals that include: physicians, nurses, and other medical personnel.

It is imperative that the Order Support Specialist possess 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 necessary qualities.

The Order Support Specialist must possess the skills to communicate professionally and effectively with all individuals, including external customers and internal GHI employees. The impressions we create when we interact with our customers will play a significant role in successfully establishing favorable perceptions of the Company and its products.

· Effectively manage multiple work lists daily, with minimal supervision
· Conduct a high volume of outbound inquiries to physicians and various other healthcare professionals for resolution on orders with missing data
· Contact various hospitals and pathology labs for specimen procurement
· Answer inbound phone calls directed to the OSS extensions and triage to our Billing Vendor, Quadax, when necessary
· Keep precise and clear documentation of all phone calls and follow up activities in our Salesforce application (SFDC) according to SOPs and the Customer Service Department Policy
· Index and assign incoming domestic faxes from the Onbase platform to appropriate queues or personnel in SFDC
· Perform timely and accurate data entry of domestic fax orders received
· Coordinate timely initiation of case creation and assign to designated queues or personnel
· Conduct quality checks to ensure accuracy of data entry
· Manage a variety of Customer Service outreach cases and ensure proper follow-up
· Perform pathology set-ups and order kit boxes or requisition forms as requested by customers
· Administer other activities in SFDC such as emailing, faxing, triaging and/or resolving cases
· Work closely with the Sample Accessioning staff on case resolution and order management in accordance with Standard Operating Procedures (SOPs)
· Support field sales staff through email communication regarding pending cases and orders when necessary
· Partner with our reimbursement and billing vendor to coordinate information on payer requirements and benefits as needed
· Assist within building on existing customer base by providing the highest level of customer service and support
· Support the Sample Accessioning staff with sample intake and order management in accordance with Standard Operating Procedures
· Adhere to relevant Standard Operating Procedures (SOPs) pertaining to the data entry requirements for accessioning applications
· Provide assistance, information, and education to customers in accordance with department policies and HIPAA guidelines
· Model a culture reflective of our Core Company values; gain and maintain a thorough understanding of the Order Support Team policies, processes, and workflows
· Perform other administrative duties as assigned

· 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.
· Have a sense of urgency and ability to multi-task
· Demonstrates effective problem-solving skills and provides excellent customer service.
· Experience following SOPs preferred.
· Flexibility with respect to working hours to accommodate East Coast customers.
· Significant PC knowledge & Windows OS experience.
· Minimum of 2-4 years customer service experience in healthcare/lab or pharmaceutical, industry preferred.
· High school diploma or GED required.
· Bachelor's Degree or equivalent experience preferred.
· 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.


The Order Support Specialist will be directly responsible for requisition receipt and intake of domestic fax orders, and for contacting physicians and other medical personnel when information on the order form is incomplete or unacceptable.
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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!