Liquid Profiling Specialist - Customer Support

Position Summary

The Liquid Profiling Specialist - Customer Support is a Subject Matter Expert and serves as a liaison between the Lab, Field and Customer Support on Liquid Profiling cases and inquires. Additionally, the Liquid Profiling Specialist will act as a resource for the Customer Support Teams and Molecular Operations. This position will make recommendations for Standard Operating Procedures update, monitor Liquid Profiling cases, and report on case status. This position is also responsible for trouble shooting Mobile Phlebotomy issues and in-house draws, and follow-up on missing required documents. Communicate with the lab, ensuring that liquid profiling case workflow is operating consistently, and documenting gaps and other training opportunities. This position works under the supervision of the Customer Support Manager and follows all standard operating procedures and policies.

Job Responsibilities

• Subject Matter Expert in all processes relating to Liquid Profiling cases between the Lab, Field team, and Account Liaison team.
• Reviews all incoming Liquid Profiling cases by following established SOPs within DOT.
• Triages internal and external inquiries and collaborates with the appropriate internal team member.
• Builds relationships internally within Caris departments to promote cohesiveness and strong communication.
• Investigate case delays and updates case notes.
• Facilitates Liquid Profiling training, this includes virtually and in person. Will include but not limited to going over shipper kits components, the requisition, and the patient consent forms.
• Develop meaningful and lasting relationships with internal partners and respond to questions and concerns from supervisors and senior management with supporting research and recommendations
• Represents Caris when communicating with our Mobile Phlebotomy vendors.
• Address client or patient escalations, and in rare circumstances may have direct contact with patients.
• Timely addresses escalations from the Customer success advocate team and or the field team.
• Conducts quality checks on missing or incomplete documents that arrives with Liquid specimen. Will check for required documents such as but not limited to pathology reports, progress notes, patient consent forms and requisition, as required for activation.
• Subject Matter Expert on Liquid profiling nonconformance and complaints.
• Subject Matter Expert on back door case and tracking all new mobile phlebotomy draws, client draws and re-draws by vendor.
• Knowledge of Caris internal system and process-flow to avoid Caris's testing delays.
• Provides Liquid Profiling refreshers to existing employees.
• Continuously strives for process and quality improvement.
• Executes process and procedural changes and make timely recommendation to SOPs and other internal documentation.
• Demonstrates strong attention to detail and report process improvements opportunities.
• Consistently exhibits a professional demeanor in the work environment.
• Assist as needed with other department related duties and special projects within Customer Support.
• Accepts other duties as assigned.

Required Qualifications

• High school diploma or equivalent required.
• 1-3 years experience working in a customer support environment.
• Understands HIPAA and importance of privacy of patient data.
• Experience with both hands-on and phone-based support, PC based hardware, Windows operating systems, and productivity software.
• Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening and reference verification.

Preferred Qualifications

• 1+ years experience working in a trainer capacity.
• 1-3 years Laboratory experience.

Physical Demands

• Must possess ability to sit, stand, and/or work at a computer for long periods of time.
• Will work at a computer some of the time as well as need to keep inventory and ordering records requiring the use of copiers, fax machines, and PDF scanners.
• Must possess ability to perform repetitive motion.
• Ability to lift up to 30 pounds.

Training

• All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.

Other

• This position requires the flexing of one's schedule to accommodate business need.
• This position requires periodic travel and some evenings, weekends and/or Holidays.
• This position requires new hire training and some continuing educational training to be conducted in person, in an office setting.
• This position, if eligible, allows a hybrid schedule after completing 90 days of employment.

This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.