Clinical Services Associate

Hologic•San Diego, CA

7d•Onsite

About The Position

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 Clinical 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.

Requirements

Bachelor’s degree preferred. High School diploma required.
On the job training including, but not limited to, HIPAA.
Documentation to maintain compliance with state, CLIA, and CAP requirements

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.