Account Specialist » EltasJobs

Job Title: Account Specialist I

Position Summary:

The Account Specialist I is responsible for obtaining the requisite information required to begin Caris testing, assisting with the specimen acquisition process, and communicating with clients throughout the Caris testing process. This position is assigned to support certain accounts/ territories and is responsible for helping build relationships with field teams and clients. Considerable independent judgment is required to carry out assignments that have a significant impact on clients.

Job Responsibilities:

Meets all deliverables and goals set by department.
Meets all regulatory agency requirements as they pertain to job function.
Maintains accurate and complete documentation in client and patient records in order to continuously improve the customer service process and meet regulatory requirements.
Supports new case set up and case document management.
Provides support to the Sales Directors, Account Service Managers and Medical Science Liaisons for rapid resolution of client issues.
Builds strong customer relationships through client focus, professional demeanor, reliability and responsiveness.
Responds to client inquiries regarding clinical data, referral tests, analysis, and test ordering requirements.
Exercises problem-solving and analysis skills to rapidly solve specimen and case discrepancy issues.
Facilitates timely and accurate resolution of case discrepancies
Analyzes testing information submitted via Caris requisitions and resolves discrepancies.
Helps facilitate the new client setup process.
Serves as client liaison for all medical, technical, sales and support services providing timely resolution to client issues.
Utilizes laboratory information system and customer relationship management software to enter, gather, and analyze data.
Provides proactive communication to clients related to case concerns or issues.
Evaluates client concerns, complaints, and trends to recommend changes to accommodate client needs.
Responsible for individual tasks and projects as defined by management.
Engages with internal client partners to identify growth opportunities.
Executes other activities as assigned by management.

Requirements:

Knowledge, Skills, and Experience

Strong interpersonal skills.
Strong customer focus.
Proven track record of successful achievement of goals/objectives; focused on results.
Demonstrates skills and high level of attention to detail. Able to prioritize and exhibit a high level of organization.
Willingness to learn and understand complexity of industry and business.
Knowledge of HIPAA provisions and importance of privacy of patient data.
Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.
Demonstrates ability to utilize specialty software applications for position.
Ability to multi-task and work in a fast-past, deadline driven environment.
Drive for Results (Service, Quality, and Continuous Improvement).
Communication – Proficient verbal and written communication skills.
Teamwork – Commitment to the successful achievement of team and organizational goals
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 in dealing with demanding client needs and demonstrates effective conflict resolution telephone skills.
Self-Motivated – Able to demonstrate the ability to manage time effectively with minimal supervision.

Education, Certification/Licensure, and/or Experience

High School diploma or equivalent required; Bachelor’s degree preferred.
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.

Physical Demands