Client Service Representative

ABOUT OneOme

We are a healthcare technology company that helps providers make better treatment decisions when prescribing drugs within their current workflow through genetic testing and clinical decision support. OneOme’s pharmacogenomics (PGx) solution combines a patient’s genetic profile and medical history with a curated clinical database backed by Mayo Clinic’s proprietary knowledge to produce an interactive report that easily integrates into current practices.

Our mission is to provide the most cost-effective, comprehensive, personalized, pharmacogenomics analysis integrated into patients everyday clinical care.

ROLE DESCRIPTION

The Client Service Representative (CSR) role is primarily responsible for acting as a liaison between customers (patients and healthcare providers) and OneOme by providing product information, assisting with orders, errors, account questions, billing and other inquiries; and resolving product and service problems. The CSR role handles all inbound and outbound service calls, order fulfillment and some account management. This position will work closely with business development, marketing, product development, and laboratory operations to ensure successful product introduction, product improvement and an outstanding provider and patient experience. This position requires excellent attention to detail, effective communication skills, and the ability to work independently and in a team environment.

RESPONSIBILITIES

  • Provide inbound and outbound email and phone support to our customers: physicians, clinics, pharmacies, medical staff and patients
  • Answer inbound calls promptly and forward calls to relevant colleagues when appropriate
  • Assist customers in payment processing and sample collection kit use and activation
  • Communicate with customers to resolve sample and order issues
  • Manage kit inventory and order fulfillment for customers
  • Build and maintain strong, lasting customer relationships
  • Provide complete and accurate answers to customers’ questions
  • Provide timely and accurate information that meets or exceeds our service level expectations
  • Maintain documentation of all communications in accordance with Client Services procedures
  • Identify, manage and prioritize all opportunities to enhance client relationships, create upselling needs and accelerate processes that will grow revenue
  • Proactively identify and work to resolve any issues that may adversely affect the quality of the customer experience
  • Triage inbound communications to appropriate OneOme staff/personnel to answer questions and resolve concerns when request requires specific expertise
  • In coordination with Sales and Business Development, operate as the lead point of contact for any and all matters specific to your region’s customers
  • Work closely with the commercial team to relay leads, communicate concerns/needs and provide follow-up on accounts
  • Assist with customer analytics and relaying of information to other teams to optimize customer reach-out and targeting
  • Accession patient samples as needed
  • Manage various projects and product initiatives
  • Be professional to customers at all times
  • Speak with customers clearly and concisely without raising voice, interrupting, or demanding information but while attempting to better understand their needs
  • Appropriate use of Protected Health Information (PHI) through access to patient reports and results through the OneOme HIPAA compliant portal while providing clinical consult education and training to providers and their clinical teams

QUALIFICATIONS

  • Bachelor's degree required
  • At least 1 year of customer service or account management experience in healthcare preferred
  • The ability to troubleshoot and multi-task is a must
  • Experience using client relationship management applications such as Salesforce (preferred)
  • Exceptional verbal and written communication skills
  • Excellent organizational and task management skills
  • Enjoys solving problems and identifying patterns
  • Ability to work well in cross-functional teams
  • Self-motivated & proactive
  • Outgoing individual who loves working with people

POSITION LOCATION

OneOme Headquarters, 807 Broadway St NE, Suite 100, Minneapolis, MN 55413

SCHEDULE AND HOURS

This position will require the ability to work in the corporate office from Monday - Friday 7AM to 5PM with some flexibility.

If interested, please send your resume and cover letter to careers@oneome.com