SITUATION

 Prometheus Laboratories is a forward-thinking clinical diagnostics company that is dedicated to disrupting the treatment paradigm of GI and autoimmune diseases. We do this by discovering and developing a broad portfolio of novel, precision-based diagnostic testing solutions that meaningfully impact patient care throughout their individual healthcare journey. From patient-personalized diagnosis and prognosis, disease profiling, therapeutic selection through disease monitoring, the Prometheus suite of tests is purpose-built to take the guess work out of critical patient care needs. Our ambition is to expand our team with like-minded leaders with shared passion and dedication for transforming the future of precision-guided patient care.

SUMMARY

Supports client accounts and laboratory logistics by providing customer support to clients, patients, Prometheus sales representatives, and other departments including marketing and billing.

 ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 

• Responsible for receiving incoming phone calls and requests for test results, information on diagnostic and therapeutic products from pre-printed marketing materials, specimen transport kit requests, and miscellaneous requests from clients, patients, and sales representatives.
• Routes questions to supervisor or senior client services representative that are outside of their job knowledge.
• Communicates information for partnered pharmaceutical products from pre-printed marketing materials.
• Provides sales materials upon request to customers and TSS representatives.
• Utilizes PrOS for patient information to properly respond to inquiries.
• Responsible for maintaining records of client interactions or transactions, using MasterControl to capture diagnostic customer complaints, inquiries, or comments, as well as actions taken.
• Supports field Technical Sales Specialists (TSS) with responsibility for multiple sales districts and the management of accounts in absence of TSS related to supplies, literature, test add-ons or kits.
• Forwards billing questions to medical accounts for handling.
• Describes Prometheus products and programs to customers.
• Communicates and educates patients, physicians and clients on company coupon programs (including Clinical Experience Programs).
• Enters client information in Sales Logix database on a daily basis.
• Notifies physician offices of abnormal results and cancelled tests via phone and fax on a daily basis.
• Provides pre-authorization and appeal information/documents to physicians and patients upon request.
• Ensure HIPAA Confidentiality and Compliance policy, procedures and standards are adhered to at all times.
• Maintain competencies required for the position and specific areas assigned.
• Assists with scheduling of mobile phlebotomy services.
• Provide portal support for clients (resetting passwords, navigation, etc.).

SUPERVISORY RESPONSIBILITIES 
 This job has no supervisory responsibilities.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must be able to multi-task, prioritize and follow through on projects and assignments. 

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE 
Generally requires 2 years’ experience in a related medical customer service role. Healthcare, biotech, and/or medical billing setting highly preferred. Computer literacy is essential with proficiency in Microsoft Word, Excel, and PowerPoint. Candidate should possess analytical and problem solving skills; have very good verbal and written communication skills. Previous handling of inbound and outbound call center phones preferred.

 LANGUAGE SKILLS 
 Ability to write routine reports and correspondence. Excellent verbal communication skills with ability to speak effectively with customers or employees of organization. Ability to develop and maintain strong and effective working relationships with internal and external customers.

MATHEMATICAL SKILLS 
 Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

 REASONING ABILITY 
 Ability to solve basic problems while on the telephone. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to understand basic medical terminology as they relate to department and position.

 CERTIFICATES, LICENSES, REGISTRATIONS

None required.

 PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

 WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

All qualified applicants are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected class.