Client Services Associate I, Prenatal
Core
Provide exceptional service and support to customers including physicians, OB/GYN clinics, auxiliary staff, and patients by processing test orders and resolving inquiries.
Role type
Client Services Associate I (Customer Support)
Builds
Accurate order processing and timely reporting for prenatal and cancer diagnostics tests
Domain
Healthcare / Molecular Diagnostics
Deliverable
client delivery
Required skills
proactive outreach, queue management, CRM documentation, internal system updates, multi-channel communication, issue resolution, process improvement identification
Preferred skills
CRM tools (Salesforce, Zendesk), diagnostic laboratory experience, outbound call queue management, Spanish language proficiency
Technologies
CRM systems, LIMS systems
Responsibilities
Engage clients through proactive outreach to obtain missing information for test orders; Manage a queue of cases requiring follow-up; Document all communications and resolution details in CRM and LIMS; Update customer and order information in internal systems; Respond to phone, email, and web inquiries; Collaborate with laboratory, data entry, sales, billing, and support teams; Identify recurring issues or workflow gaps and escalate trends.
Seniority
Entry-level, individual contributor