Client Services Associate

BioTheranostics, a subsidiary of Hologic, Inc., is a leading provider of molecular-based diagnostic, prognostic, and predictive tests that empower physicians to deliver optimal care for cancer patients. As the organization’s hub for oncology, BioTheranostics, referred to as Oncology Services, is committed to clinical excellence, innovation, and delivering high-value solutions for patients and healthcare providers.

We are currently searching for a Client Services Associate to join our Customer Experience group and reporting to the Client Services Supervisor, you will manage the order workflow and provide customer support in compliance with policies, procedures, and regulations. If you are excited and passionate about playing a key role in impacting health of patients everyday, and strive under a fast-paced environment – read further below. 

This is a fully onsite position based in San Diego, CA.

Responsibilities:

• Managing entire order process for specific OAEs, and any accounts that are assigned to those OAEs, in Salesforce.com (SFDC). Tasks include, but are not limited to: 
  • 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. 

Minimum Education/Experience Requirements: 

• 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

Our Culture at Hologic:

At Hologic, we’re driven by our mission to enable healthier lives everywhere, every day. We’re passionate about being the global champion for women’s health and bringing The Science of Sure to life. You’ll join a team that values collaboration, innovation, and a genuine commitment to making a positive impact—inside and outside the lab.

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The annualized base salary range for this role is $42,400 – $63,600 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.

Agency And Third Party Recruiter Notice

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition, Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.

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