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Order Intake Representative (Temporary)

Apply Share Job ID 2017-5085 Category Commercial Operations Job Location Redwood City, CA Posted Date 10/21/2017

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 

Company Profile:

Genomic Health is a global provider of genomic-based diagnostic tests that address the overtreatment of cancer, one of the greatest issues in healthcare today. Our goal is to improve the lives of people with cancer by providing personalized, biological information that helps them get the right treatment at the right time, and to avoid unnecessary treatments and their side effects. In this way, our work is truly life, changing.

 

  • Our Oncotype IQ Genomic Intelligence Platform is a portfolio of diagnostic tests that help physicians and patients answer specific and critical treatment questions throughout the cancer journey
  • We currently offer Oncotype tests addressing breast, colon, prostate and lung cancers and hundreds of thousands of patients from over 90 countries have benefited from our tests.
  • The Oncotype DX breast cancer test is considered standard of care in the US and is included in all major international clinical guidelines for breast cancer treatment.
  • We are expanding our portfolio of tests to include additional liquid- and tissue-based tests through clinical research and internal product development as well as strategic partnerships.

 

Join the Genomic Health Team, and have the unique opportunity to make a difference in the lives of patients with cancer, while developing your career potential.  We embrace our unique culture characterized by our Core Values of Community, Truth Seeking, Being Ahead of the Curve and Winning to be the best in the world at what we do. We maintain competitive total rewards programs designed to satisfy our employees’ work life and personal life needs. 

 

All qualified applicants will receive consideration for employment without regard to race, sex, gender identity, color, religion, national origin, protected veteran status, or on the basis of disability.

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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!