Job description

Located on the edge of the beautiful Wasatch Mountains, Sera Prognostics, Inc. is a women’s health diagnostics company dedicated to improving the health of babies and mothers. We are a growing company tasked with becoming a global leader in high value women’s health diagnostics, delivering pivotal information to physicians that will improve health and improve the economics of healthcare delivery. According to Sera’s CEO, employees here must possess three qualities to be successful: 1) the individual must be passionate and dedicated to changing the world; 2) they must be smart and work smart; and 3) they must have absolute integrity. If this is you, we urge you to keep reading!

We are seeking an experienced Customer Support Specialist to join our growing company. As the Customer Support Specialist, you will establish and strengthen positive and productive relationships with health care providers, payers, institutions, ASOs, patients, etc., and Sera Prognostics’ cross-functional teams while providing best-practice customer service to both internal and external customers.

This position is responsible for partnering with colleagues to support healthcare providers, their teams, and their patients. The customer support specialist will answer patient inquiries and collaborate with commercial partners, providing exceptional customer support in resolving matters to ensure the timely and efficient delivery of our PreTRM® Test result.

This position will partner with Sera’s clinical laboratory accessioning team to troubleshoot and resolve sample issues to ensure patient PreTRM Test reports are fully completed and sent to health care providers in an accurate and timely manner while adhering to all established processes and regulatory guidelines.

Responsibilities

· Knowledgeable about premature birth, the PreTRM Test, and other future services offered by Sera Prognostics, including test ordering, intended use, sample collection processes for patients, and other logistics as needed. Provides information about these and any other relevant processes, the science behind the PreTRM Test, and the industry at large as relevant.

· Partners with other commercial team members to set up and maintain accounts for health care providers, draw sites, and others while nurturing collaborative relationships with all.

· Knowledgeable about each account’s specific requirements and contracts to ensure excellent customer service, the accuracy of all documentation, and complete follow-through.

· Educates patients for whom the PreTRM Test has been ordered.

· Completes problem resolution on incoming orders, communicating directly with health care providers and draw sites to resolve sample issues brought to Sera’s attention through the test ordering and/or laboratory accessioning processes; works with the quality team to eliminate issues at their source.

· Responds to said customer inquiries and problem resolution using a variety of communication methods including but not limited to phone, email, text, fax, chat, etc.

· Observes principles of data security and patient confidentiality. Understands and pays strict adherence to Sera’s regulatory commitments and maintains compliance with organizations and regulatory policies including but not limited to CLIA, CAP, HIPAA, etc.

· Utilizes Sera’s customer relationship management software, back-end accessioning software, EMR capture software, confidential document repository, call management software, and other internal systems for all day-to-day responsibilities.

· Develops and maintains a working knowledge of all technology and communication systems and computer programs utilized at Sera.

· Adapts to organizational changes and process improvements by completing regular trainings and incorporating changes in day-to-day responsibilities.

· Meets or exceeds individual and company driven MBOs.

· Adheres to all company quality standards and metrics.

· Completes other duties as assigned.

Minimum Qualifications

· 2-5 years of experience working in high-volume sales and/or customer service environment with strong service skills.

· Ability to work 40 hours per week, 7:00 am - 3:30 pm (MST) following training of 9:00 am - 5:00 pm (MST) for the first three weeks.

· Excellent verbal and written communication skills.

· Self-motivator.

· Innovative problem solver.

· Strong attention to detail.

· Demonstrates solid judgement skills.

· Exhibits strong interpersonal skills.

· Ability to multi-task while maintaining a high-quality standard of work.

· Working knowledge of basic computer software, e.g. Microsoft Office, CRM (e.g Salesforce), ACD, etc.

Preferred Skills

· Prior experience working in a healthcare setting.

· Bachelor's degree.

· Bilingual in Spanish a plus.

Benefits for Full-time Employees:

The starting salary range for this position is $22.50-$27.50/hr depending on experience with an excellent benefits package featuring an 85% to 95% premium paid healthcare plan, 12 paid holidays, two floating holidays, three weeks of paid time off, employee stock options, and more!

Job Type: Full-time

Pay: $22.50 - $27.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work Location: One location

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