Regional Customer Support Specialist – Oncology Division at arenaflex

Job Summary:

Join arenaflex, a global leader in cell-free DNA (cfDNA) testing, as a Regional Customer Support Specialist in our Oncology division. As a key member of our team, you will provide world-class service to customers, including medical professionals, patients, and cross-functional internal and external teams. This role requires exceptional communication skills, problem-solving abilities, and a passion for delivering exceptional customer experiences. If you're a motivated and detail-oriented individual with a strong customer service background, we encourage you to apply for this exciting opportunity.

Primary Responsibilities:

As a Regional Customer Support Specialist, you will be responsible for:

• Responding promptly to internal and external customer inquiries via phone, email, and electronic channels
• Serving as the lead contact for accounts and Sales, documenting all interactions, communications, actions taken, and follow-ups
• Building rapport with accounts, patients, and Sales to resolve missing information in a timely manner, ensuring timely turnaround times (TAT) are met
• Communicating delays and cancellations to customers and facilitating redraw of samples as needed
• Dealing directly with internal and external customers to research and resolve escalated issues, communicating clearly and logically the root cause of the issue and the resolution
• Familiarity with all oncology tests performed by arenaflex, including samples needed, TAT to results, patient health information, request forms, and required waivers
• Participating in special projects and other duties as assigned to meet business needs
• Maintaining a current status on arenaflex training requirements
• Working with Protected Health Information (PHI) on a regular basis, both in paper and electronic form, and having access to various technologies to access PHI in order to perform the job

Qualifications:

To be successful in this role, you will need:

• A two-year degree and/or 2-5 years of related experience, with an undergraduate degree preferred
• Skilled specialist with the ability to complete tasks in a resourceful and efficient manner
• Advanced professional growth education
• Ability to complete training relating to HIPAA/PHI privacy, general policies and procedure compliance training, and security training within the first 30 days of hire

Knowledge, Skills, and Abilities:

* Excellence in de-escalating customer behavior

• Excellent organizational skills and ability to balance multiple client needs and internal stakeholders
• Problem analysis and problem-solving skills
• Adaptability to change and self-starter
• Knowledge of customer service principles and practices
• Experience in both phone and written customer support
• Knowledge of administrative procedures and protocols
• Knowledge of numeric, oral, and written language applications
• Intermediate knowledge in GSuite applications and typing with excellence in spelling and grammar
• Excellence in attention to detail and critical thinking
• Ability to maintain professionalism during highly escalated situations

Preferred Skills and Experience:

* Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities

• Problem analysis and problem-solving skills
• Data collection and maintenance
• Bilingual is a plus

Our Opportunity:

arenaflex is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women's health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. The arenaflex team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers, and many other professionals from world-class institutions, who care deeply for our work and each other. When you join arenaflex, you'll work hard and grow quickly. Working alongside the elite of the industry, you'll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

What We Offer:

* Competitive Benefits: Comprehensive medical, dental, vision, life, and disability plans for eligible employees and their dependents

• Free Testing: arenaflex employees and their immediate families receive free testing in addition to fertility care benefits
• Pregnancy and Baby Bonding Leave: arenaflex offers a generous leave policy for new parents
• 401k Benefits: arenaflex offers a 401k plan with company match
• Commuter Benefits: arenaflex offers commuter benefits to help with transportation costs
• Employee Referral Program: arenaflex offers a generous employee referral program
• Diversity and Inclusion: arenaflex is committed to ensuring a diverse and inclusive workplace environment, and welcomes people of different backgrounds, experiences, abilities, and perspectives

Why Join arenaflex?

* Opportunity to work with a global leader in cell-free DNA (cfDNA) testing

• Collaborative and dynamic work environment
• Competitive benefits and compensation package
• Opportunities for professional growth and development
• Chance to make a meaningful impact in the lives of patients and families affected by genetic diseases

How to Apply:

If you're a motivated and detail-oriented individual with a strong customer service background, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities, and perspectives. Inclusive collaboration benefits our employees, our community, and our patients, and is critical to our mission of changing the management of disease worldwide.

Notice to California Residents:

If you are based in California, we encourage you to read this important information for California residents. Link: [insert link]

Important Information:

Please be advised that arenaflex will reach out to candidates with a @arenaflex.com email domain ONLY. Email communications from all other domain names are not from arenaflex or its employees and are fraudulent. arenaflex does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. arenaflex takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes. For more information:

• BBB announcement on job scams
• FBI Cyber Crime resource page

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