Liquid Profiling Specialist - Customer Support
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, aiming to push the frontiers of medicine and lead a healthcare revolution driven by innovation, compassion, and purpose. We are looking for passionate individuals to join us in our mission to improve the human condition across multiple diseases. If you are passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins. The Liquid Profiling Specialist - Customer Support is a Subject Matter Expert who acts as a liaison between the Lab, Field, and Customer Support for Liquid Profiling cases and inquiries. This role also serves as a resource for Customer Support Teams and Molecular Operations. The Specialist will contribute to Standard Operating Procedures updates, monitor Liquid Profiling cases, and report on case status. Responsibilities include troubleshooting Mobile Phlebotomy issues and in-house draws, and following up on missing required documents. The position involves communicating with the lab to ensure consistent workflow for liquid profiling cases, documenting gaps, and identifying training opportunities. This role operates under the supervision of the Customer Support Manager and adheres to all standard operating procedures and policies.
Requirements
- High school diploma or equivalent required.
- 1-3 years 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.
- Proficiency with PC-based hardware, Windows operating systems, and productivity software.
Nice To Haves
- 1+ years experience working in a trainer capacity.
- 1-3 years Laboratory experience.
Responsibilities
- Serve as a Subject Matter Expert in all processes related to Liquid Profiling cases, acting as a liaison between the Lab, Field team, and Account Liaison team.
- Review all incoming Liquid Profiling cases following established SOPs within DOT.
- Triage internal and external inquiries and collaborate with appropriate internal team members.
- Build internal relationships across Caris departments to promote cohesiveness and strong communication.
- Investigate case delays and update case notes.
- Facilitate Liquid Profiling training, both virtually and in person, covering shipper kits, requisitions, and patient consent forms.
- Develop meaningful relationships with internal partners and respond to questions and concerns from supervisors and senior management with supporting research and recommendations.
- 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 accompanying Liquid specimens, verifying required documents such as pathology reports, progress notes, patient consent forms, and requisitions for activation.
- Act as a Subject Matter Expert on Liquid profiling nonconformance and complaints.
- Act as a Subject Matter Expert on back door cases and track all new mobile phlebotomy draws, client draws, and re-draws by vendor.
- Utilize knowledge of Caris internal systems and process-flow to prevent testing delays.
- Provide Liquid Profiling refreshers 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.
Benefits
- Hybrid schedule after completing 90 days of employment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
