Associate Clinical Experience Analyst- Customer Service Representative

Abbott • Marshfield, WI

3d • Remote

About The Position

The Associate Clinical Experience Analyst delivers clinical expertise and operational support, ensuring accurate handling of medical inquiries and process escalations. It combines training development, cross-functional collaboration, and data-driven analysis to improve workflows and enhance customer experience. This role is in support of the rare disease customer facing team for PreventionGenetics. Shift : Monday - Friday, 10:30am-7pm CST. Must be able to accommodate these working hours/time zone.

Requirements

• Bachelor’s Degree in a field related to essential duties; or Associates Degree and 2 years of relevant experience.; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to work weekdays, nights and/or weekends and overtime as needed.

Responsibilities

• Acts as a clinical liaison for both internal and external customers, addressing elevated inquiries.
• Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio.
• Provides product-specific clinical training, including content creation and collaboration with training teams.
• Collaborates with laboratory and pathology teams to ensure accurate case resolution and process improvements.
• Monitors metrics for clinical inquiries and elevations, and identifies trends for corrective and preventative actions.
• Investigates escalations to identify process gaps and recommends retraining or workflow adjustments.
• Documents all information according to standard operating procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree