Customer Support Specialist (Remote) Utah

Overview

Located on the edge of the beautiful Wasatch Mountains, Sera, 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!

At Sera Prognostics, we are committed to advancing maternal and neonatal health through innovative biomarker science. As a Customer Support Specialist, you will play a critical role in delivering an exceptional experience to healthcare providers, patients, and commercial partners throughout the PreTRM® Test journey.

As the Customer Support Specialist, you will establish and strengthen productive relationships with healthcare providers, payers, institutions, patients, and internal cross-functional teams. You will serve as a trusted resource for customers, ensuring questions are resolved efficiently and test-related processes are completed accurately and on time.

The ideal candidate is customer-focused, highly organized, and passionate about delivering outstanding service while supporting a meaningful healthcare mission.

Location

  • Salt Lake City, Utah
  • Remote

Timeframe

  • Temporary, 3-months

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, payer entities, draw sites, and others while nurturing collaborative relationships with all.  
  • Knowledgeable about each account’s specific requirements and contracts to ensure excellent customer service, accuracy of all documentation, and complete follow-through.
  • Educates patients interested in the PreTRM Test that come from new, organic leads, e.g. the PreTRM or Sera websites, practices whose other docs are part of a study, etc.
  • Educates doctors whose patients hear about us (e.g. practices whose other docs are part of a study, etc.) and request the test. Assists in training new practices in ordering.
  • Completes problem resolution on incoming orders, communicating directly with health care providers, their practices, patients, 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.
  • Fills and ships marketing collateral orders as needed.
  • Knowledgeable in various billing options e.g. insurance payers, self-pay, no cost studies, etc. and assists in the billing and payment collection process with customers as needed.
  • 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.

Required Qualifications

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

  • Prior experience working in a healthcare setting.
  • Prior B2B and/or B2C sales experience.
  • Bilingual in Spanish a plus.

How to Apply

Send your resume directly to HR@sera.com or click the Apply Link. This will generate an Outlook email to send your resume to HR@sera.com.