Customer Care Specialist

Job Summary

As a cornerstone of the customer care team, the remote Customer Care Specialist will manage customer inquiries with empathy and professionalism, ensuring healthcare providers and patients receive exceptional service while collaborating with internal teams to resolve issues and enhance the customer experience.

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 to resolve order issues and address inbound calls with precision
• Collect and analyze customer feedback and trends to develop actionable strategies for continuous improvement

Required qualifications

• A bachelor's degree (B.A. or B.S.) is preferred, with relevant experience considered in lieu of education
• 2+ years of customer service experience in healthcare, biotech, or laboratory settings, with oncology experience preferred
• Understanding of effective order and case management practices
• Familiarity with CRM tools, preferably Salesforce
• Proven success in managing orders and cases with high-performance outcomes