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Client Services Associate

San Diego, CA, United States

We are currently seeking a Client Services Associate (CSA) within our Client Services Department. CSAs act as Account Managers for a designated set of Oncology Account Executives (OAEs) handling their orders and servicing their accounts.

Responsibilities:

+ Managing entire order process for specific OAEs, and any accounts that are assigned to those OAEs, in Salesforce.com (SFDC). Tasks include, but are not limited to:

+ Processing orders in SFDC

+ Faxing or calling Ordering Provider when necessary for missing information, clinical discrepancies, specimen issues, etc. and for following up consistently to obtain in a timely manner.

+ Faxing specimen requests to pathology and following up regularly to expedite turnaround time (TAT)

+ Resolving holds on orders so specimens received can begin testing ASAP.

+ Monitoring reports on CS Dashboard to stay on top of workload – Open tasks, open order issues, orders that have completed Clinical Review, pending specimens, newly reported orders, QNS results, incoming portal order or registration requests.

+ Handling Physician Call Back Requests – Responsible for forwarding call back requests to the appropriate person (i.e., Pathologist, Medical Science Liaison, Sales) and documenting in SFDC

+ Managing Portal Accounts – Setting up new portal users, managing password resets, and assisting with IT support as needed

+ Account management – Creating new physician contact records as well as medical practice records in SFDC. Must keep accounts updated with current names, addresses, contact info, special notes, etc.

+ Follow-Up on QNS Cases – Proactively contact Pathology for additional material when orders result as QNS or Inappropriate Sample Type

+ Incoming Calls/ Emails – Must be logged into CS Call Queue and be available for incoming calls to main phone line as well as direct line.

+ Monitor team email inbox as well as individual email inbox.

Minimum Education/Experience Requirements:

+ Bachelor’s degree preferred. High School diploma required.

+ 2-5 years of professional work experience, preferably in a Corporate office setting required.

+ Excellent written & verbal communication and experience handling business related calls and emails

+ Experience with Microsoft Office Suite (Outlook, Excel, Word, etc.) preferred

+ Strong attention to detail with an ability to multi-task and prioritize workload

+ Professional and courteous demeanor

+ Self-starter who takes ownership of their workload and thrives in a team atmosphere

The annualized base salary range for this role is $41,600 - $62,400 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.

_Agency and Third Party Recruiter Notice:_

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms

or they will not be considered.

_Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans._

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