Provider Relations Representative

Exagen-posted 6 months ago

$24 - $26/Yr

Full-time • Entry Level

Carlsbad, CA

Ambulatory Health Care Services

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Exagen is a patient-focused and discovery-driven life sciences company dedicated to transforming the care continuum for patients suffering from debilitating and chronic autoimmune diseases. Our goal is to enable rheumatologists to improve care for patients through the differential diagnosis, prognosis, and monitoring of complex autoimmune and autoimmune-related diseases, including lupus and rheumatoid arthritis. By leveraging our proprietary Cell-Bound Complement Activation Products, or CB-CAPs, technology, we help get to the real cause of a patient's symptoms and guide their journey to improved health. We are seeking a qualified, bilingual (Spanish-speaking) customer service professional to join our team as a full-time Provider Relations Representative. Reporting to the Provider Relations Supervisor, this role is responsible for resolving test order deficiencies and obtaining missing information to ensure timely processing of specimen referrals. This position requires on-site work at our Carlsbad office. Candidates must live within commuting distance.

Follow up with medical office personnel to obtain missing and/or deficient test order information.
Provide an excellent customer experience during all interactions with customers.
Maintain customer logistics both reactively and proactively.
Maintain all departmental call and deficiency resolution metric goals.
Assess laboratory requisitions and accompanying documents to determine efficient strategies for resolving test order deficiencies.
Send faxes and place outbound phone calls to medical personnel to obtain critical missing information for laboratory test orders.
Record all test order updates in LIMS in compliance with regulatory requirements and establish internal procedures for data management.
Assist in coordinating a draw lab for patients and clients via the TelAVISE Program, ensuring necessary supplies and documents are complete and correct.
Endorse established rules of business email etiquette.
Approve, update, edit, and create records in the CRM customer database, documenting all changes and deactivations diligently.
Accurately reconcile monthly invoices with vendor partners.
Speak with internal and external customers in a courteous, friendly, and professional manner.
Demonstrate a fundamental understanding of the preanalytical requirements for AVISE testing, including specimen collection procedures, sample preparation, logistics, and viability requirements for testing.
Adhere to HIPAA Privacy Rule provisioning and professional code of conduct as outlined in the Exagen Employee Handbook.

High school diploma is required.
Bilingual (English/Spanish).
1-3 years' experience in a customer-facing role, preferably within the biotech industry or commercial laboratory environment -OR- equivalent education.
Working knowledge of Microsoft Office Suite: Word, Excel (navigation, filtering and sorting is sufficient) and Outlook.
Strong preference for candidates with prior experience using a CRM system and/or LIS.
Familiarity with domestic shipping guidelines, package tracking, and time in transit is a plus.

Bachelor's degree or some postsecondary education in biotechnology, healthcare or other scientific discipline is beneficial but not a requirement for consideration.
Must be meticulous and detail-oriented with strong recordkeeping skills.
Able to manage competing priorities with great efficiency.
Excellent written and verbal communication skills.
Attention to detail.
Self-starter capable of solving complex problems with a great deal of autonomy.
Demonstrate a strong work ethic, willingness to learn and ability to adapt to change.

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