About the role
About this opportunity: As a Client Services Associate within our Customer Experience team, you will be at the forefront of shaping an exceptional customer experience for healthcare providers, their staff, and their patients. We are looking for a Client Services Associate who is passionate about the impact service can have to an organization’s success, and who is highly skilled in utilizing digital phone and case management tools, and in clear and compassionate communication and de-escalation techniques. You utilize your time effectively, are able to multi-task, and adapt calmly to change. You’ll represent Freenome as a skilled and knowledgeable resource to our customers and patients, and you are consistent in your schedule and dependable while working remotely. This role is reporting to the Director of Customer Experience. This is a remote role covering operating hours of Monday - Friday 9a-5p PST. Remote roles require working capabilities such as high speed internet, privacy, and limited background noise and interruptions. What you’ll do: Effectively triage and answer inbound communication including phone, chat, e-fax, email, and portal messages within set service levels. Provide ordering support and perform outreach to customers regarding ordering issues and missing information within set service levels. Create and qualify new accounts and contacts, and assist customers with resolving portal login and contact management related issues. Provide information regarding Freenome’s products and services to current and prospective customers and patients. Maintain compliance and accuracy when handling sensitive patient information. Must haves: High school diploma or equivalent certificate. Minimum of two years of experience in Client Services, preferably in healthcare or a closely related field. Technology proficiency including Mac and Apple products, 2 factor authentication apps, Google suite, CRM systems and customer communication tools like Salesforce and 8x8 or Vonage. Conversational fluency in English and Spanish. Nice to haves: Excellent communication and de-escalation skills. Proven track record of high quality customer satisfaction survey scores. Previous experience working remotely while in a service position. Experience in service with a commercial diagnostic testing laboratory. Familiarity with cancer screening and primary care settings and workflows. Familiarity specifically with Salesforce, 8x8, WestFax, or closely related applications. Knowledge of HIPAA compliance and related best practices.