Liquid Profiling Specialist - Customer Support

Caris Life Sciences•Phoenix, AZ

6d•Hybrid

About The Position

At Caris, we are dedicated to transforming cancer care and improving lives through precision medicine. We leverage cutting-edge molecular science and AI to provide unique answers for each patient. Our mission extends beyond cancer, driving innovation and compassion across multiple diseases. We are seeking passionate individuals to join us in improving the human condition and making a significant impact.

Requirements

High school diploma or equivalent required.
1-3 years of experience working in a customer support environment.
Understanding of HIPAA and the importance of patient data privacy.
Experience with both hands-on and phone-based support.
Experience with PC-based hardware, Windows operating systems, and productivity software.

Nice To Haves

1+ years of experience working in a trainer capacity.
1-3 years of Laboratory experience.

Responsibilities

Serve as a Subject Matter Expert for all processes related to Liquid Profiling cases, acting as a liaison between the Lab, Field, and Customer Support teams.
Review all incoming Liquid Profiling cases according to established Standard Operating Procedures (SOPs).
Triage internal and external inquiries, collaborating with appropriate internal team members.
Build internal relationships across Caris departments to foster cohesiveness and strong communication.
Investigate case delays and update case notes accordingly.
Facilitate Liquid Profiling training, both virtually and in-person, covering shipper kits, requisitions, and patient consent forms.
Develop relationships with internal partners and provide research and recommendations to supervisors and senior management.
Represent Caris when communicating with Mobile Phlebotomy vendors.
Address client or patient escalations, with potential for direct patient contact in rare circumstances.
Timely address escalations from the Customer Success Advocate team and/or the field team.
Conduct quality checks on missing or incomplete documents for Liquid specimens, including pathology reports, progress notes, patient consent forms, and requisitions.
Act as a Subject Matter Expert on Liquid profiling nonconformance and complaints.
Act as a Subject Matter Expert on back door cases and track mobile phlebotomy draws, client draws, and re-draws by vendor.
Utilize knowledge of Caris internal systems and processes to prevent testing delays.
Provide Liquid Profiling refresher training to existing employees.
Continuously strive for process and quality improvement.
Execute process and procedural changes, making timely recommendations for SOPs and other internal documentation.
Demonstrate strong attention to detail and report process improvement opportunities.
Consistently exhibit a professional demeanor in the work environment.
Assist with other department-related duties and special projects within Customer Support as needed.
Accept other duties as assigned.