Position Title: Customer Service Administrator
Work Location: San Diego, CA 92121
Assignment Duration: 6 months
Work Arrangement: Onsite
Position Summary: Tasks may include but are not limited to: Managing entire order process for specific OAEs, and any accounts that are assigned to those OAEs, in Salesforce.com (SFDC).
Key Responsibilities:
• Processing orders in SFDC.
• Faxing or calling Ordering Provider when necessary for missing information, clinical discrepancies, specimen issues, etc. and for following up consistently to obtain in a timely manner.
• Faxing specimen requests to pathology and following up regularly to expedite turnaround time (TAT).
• Resolving holds on orders so specimens received can begin testing ASAP. • Monitoring reports on CS Dashboard to stay on top of workload.
• Open tasks, open order issues, orders that have completed Clinical Review, pending specimens, newly reported orders, QNS results, incoming portal order or registration requests.
• Handling Physician Call Back Requests.
• Responsible for forwarding call back requests to the appropriate person (i.e., Pathologist, Medical Science Liaison, Sales) and documenting in SFDC.
• Managing Portal Accounts.
• Setting up new portal users, managing password resets, and assisting with IT support as needed.
• Account management.
• Creating new physician contact records as well as medical practice records in SFDC. Must keep accounts updated with current names, addresses, contact info, special notes, etc.
• Follow-Up on QNS Cases.
• Proactively contact Pathology for additional material when orders result as QNS or Inappropriate Sample Type.
• Incoming Calls/ Emails.
• Must be logged into CS Call Queue and be available for incoming calls to main phone line as well as direct line.
• Monitor team email inbox as well as individual email inbox. Answering phones, sorting emails.
Qualification & Experience:
• Bachelor’s degree preferred. High School diploma required.
• Required Training/Certification: On the job training including, but not limited to, HIPAA.
• Documentation to maintain compliance with state, CLIA, and CAP requirements.