Provider Relations Representative

About the Opportunity:

We are seeking a qualified customer service professional to join our team as a full-time Provider Relations Representative. Reporting to the Senior Provider Relations Manager, this role is responsible for providing customer facing support to our internal and external customers in the healthcare industry including clinical laboratories, medical practices and our own Exagen field sales associates to ensure timely processing of specimen referrals for a positive customer experience.

Location note:

This position will begin fully on-site and then transition to hybrid with remote/WFH days at a date/schedule to be determined.

Responsibilities:

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  Resolve routine customer inquiries and requests via inbound/outbound telephone calls or email.
• Responsible for accepting inbound phone calls for test results, product information and patient lab results. Callers include physicians, medical office personnel and field sales representatives.
• Reliably process incoming Supply Orders with a high-degree of accuracy and attention to detail.
• Speak with internal and external customers in a courteous, friendly, and professional manner.
• Follow up with medical office personnel to inform on potential testing delays, cancelled tests, duplicate lab orders and other anomalies and complications which must be resolved prior to transmission of laboratory test results.
• Communicate recurring preanalytical errors and other events of significance to field sales representatives in a timely manner.
• Document all customer feedback, complaints and customer account profile changes in CRM. Create Complaint Cases for escalation as appropriate.
• Thoroughly document all test order updates in LIMS to comply with regulatory specifications as outlined by established internal procedures.
• Demonstrate a fundamental understanding of the AVISE specimen collection procedure, sample preparation and shipping timeline.
• Exercise diplomacy and empathy in addressing customer inquiries including researching and communicating test order status.
• Attend scheduled training exercises designed to enhance product knowledge.
• Adhere to HIPAA Privacy Rule provisioning and professional code of conduct as outlined in the Exagen Employee Handbook.

Minimum Qualifications:

• High school diploma is required; Bachelor’s degree and/or some postsecondary education preferred.
• Minimum 2-4 years’ experience in a customer facing role within the healthcare or biotech industry OR equivalent education.
• Able to manage competing priorities with a high degree of efficiency.
• Excellent written and verbal communication skills.
• Self-starter capable of solving complex problems with a great deal of autonomy.
• Proficient with Microsoft Office Suite: Word, Excel (navigation, filtering and sorting) and Outlook.
• Familiarity with domestic shipping guidelines, package tracking and time in transit.

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  Strong preference given to candidates with an undergraduate degree in biotech or any biological science degree.
• Previous customer service experience in a laboratory environment is a plus.
• Prior experience working with a Laboratory Information Management System (LIS, LIMS) and/or Customer Relationship Management (CRM) system is highly preferred.
• Meticulous and detail oriented. Strong recordkeeping skills.
• Demonstrate a strong work ethic, willingness to learn and the ability to adapt to change.