Customer Care Specialist

About Veracyte, Inc.

At Veracyte, Inc., we offer exciting career opportunities for those interested in joining a pioneering team that is committed to transforming cancer care for patients across the globe. Working at Veracyte enables our employees to not only make a meaningful impact on the lives of patients, but to also learn and grow within a purpose-driven environment. This is what we call the Veracyte way – it’s about how we work together, guided by our values, to give clinicians the insights they need to help patients make life-changing decisions.

Our Values:

• We Seek A Better Way: We innovate boldly, learn from our setbacks, and are resilient in our pursuit to transform cancer care.
• We Make It Happen: We act with urgency, commit to quality, and bring fun to our hard work.
• We Are Stronger Together: We collaborate openly, seek to understand, and celebrate our wins.
• We Care Deeply: We embrace our differences, do the right thing, and encourage each other.

The Position: Customer Care Specialist

As a Customer Care Specialist, you will be the cornerstone of our customer care team. Your primary mission is to ensure that healthcare providers and patients receive unparalleled service and support. You will handle customer inquiries with empathy, professionalism, and efficiency. By actively collaborating with internal teams such as Sales, Laboratory, and Billing, you will resolve issues promptly and enhance the overall customer experience.

Location and schedule: This is a US remote position with a schedule of M-F.

Key Responsibilities

• Efficiently manage and monitor orders and cases from submission to completion, ensuring timely resolutions and clear communication with customers.
• Perform outbound communication with physician offices through phone, fax, email, and other channels to efficiently resolve order issues.
• Address inbound calls with empathy and precision, by resolving customer inquiries and providing comprehensive support.
• Partner closely with the Sales team to anticipate customer needs, drive growth, and enhance customer retention through proactive solutions and positive professional relationships.
• Collect and analyze customer feedback and trends to develop actionable strategies for continuous improvement, sharing insights with relevant teams.

Who You Are

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree (B.A. or B.S.) is preferred. Relevant experience may be considered in lieu of the education preference.
• 2+ years of experience in customer service within healthcare, biotech, or laboratory settings; oncology experience is preferred.
• Understanding of effective order and case management practices.
• Familiarity with CRM tools, preferably Salesforce.
• Strong organizational and time-management skills to prioritize tasks, handle multiple projects, and meet deadlines.
• Analytical skills to evaluate data, trends, and customer feedback, identifying improvement opportunities and providing data-driven insights.
• Strong interpersonal skills, including active listening, empathy, and problem-solving.
• Proven success in managing orders and cases with high-performance outcomes.
• Flexibility to adapt to evolving business needs and industry trends with an agile, solution-focused mindset.
• Expertise in partnering with a Sales team to drive growth and customer retention.
• Must demonstrate or acquire a comprehensive understanding of PHI protection, adhere to HIPAA compliance standards, and follow established laboratory procedures.

What We Can Offer You

Veracyte is a growing company that offers significant career opportunities if you are curious, driven, patient-oriented and aspire to help us build a great company. We offer competitive compensation and benefits, and are committed to fostering an inclusive workforce, where diverse backgrounds are represented, engaged, and empowered to drive innovative ideas and decisions. We are thrilled to be recognized as a 2024 Certified™ Great Place to Work® in both the US and Israel - a testament to our dynamic, inclusive, and inspiring workplace where passion meets purpose.

Key skills/competency

• Customer Service
• Healthcare Operations
• Order Management
• Case Management
• Salesforce CRM
• HIPAA Compliance
• PHI Protection
• Interpersonal Skills
• Analytical Skills
• Problem-Solving