Customer Enablement Specialist II

Exact Sciences•Madison, WI

5d•$38,000 - $75,000

About The Position

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others. Position Overview The Customer Enablement Specialist II is responsible for intaking requests for EpicCare Link account creation, as well as tasks that involve reviewing current account setups and troubleshooting account issues. This position is focused on providing accurate and timely resolutions which positively influence the customer care experience.

Requirements

High School Diploma or General Education Diploma (GED).
4+ years of customer service experience.
1+ years of experience in technical troubleshooting and/or system navigation.
Proficient in Microsoft Office to include Excel macros and pivot tables.
Authorization to work in the United States without sponsorship.
Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Nice To Haves

Associates degree in Business Administration or related field.
1+ year of experience in a Business-to-Business support role.
1+ year of experience with Epic Systems.
1+ year of experience in the healthcare industry.
1+ year of experience in an inbound/outbound contact center.
Advanced Excel functions skills, including Macros and Pivot Tables.

Responsibilities

Create and process new account requests from providers.
Process medical request and inquiries.
Process account mergers and splits.
Troubleshoot technical issues with account setup.
Perform consumer outreach on technical issues via phone and e-mail.
Maintain EpicCare Link.
Communicate effectively and professionally with all levels of staff through both verbal and written communications with attention to grammar and spelling.
Ability to accurately follow written and verbal instructions.
Excellent problem-solving abilities.
Strong organizational skills.
Foster an engaging attitude by presenting a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with peers at all levels of the organization.
Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
Disciplined, self-motivated & reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
Support and comply with the company’s Quality Management System policies and procedures.
Regular and reliable attendance.
Ability to work designated schedule.
Ability to work overtime as needed.
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 on a computer and phone simultaneously.
Ability to use a telephone through a headset.
You will be required to successfully complete all Epic Certification requirements with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.

Benefits

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage.

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