Sr Medical Intake Specialist #3424

GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is focused on alleviating the global burden of cancer by developing pioneering technology to detect and identify multiple deadly cancer types early. The company is using the power of next-generation sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop its multi-cancer early detection blood test. GRAIL is headquartered in Menlo Park, CA with locations in Washington, D.C., North Carolina, and the United Kingdom. GRAIL, LLC is a wholly-owned subsidiary of Illumina, Inc. (NASDAQ:ILMN). For more information, please visit www.grail.com.

GRAIL is seeking a Sr Medical Intake Specialist who is responsible for supporting the Billing Intake team and the Billing Customer Service Manager. This role is responsible for ensuring your team will meet their service level agreements by monitoring key performance indicators, listening to calls, measuring calls for quality, and providing coaching and feedback to your team members. The Sr Medical Intake Specialist will work closely with GRAIL’s third-party billing partner and our management team while collaborating with the Sales, Customer Experience, Customer Implementation, Finance, and the Customer Service groups to ensure quality, accuracy and efficiencies within billing and reimbursement processes.

This role requires the employee to work MT and/or PT timezones to help support ongoing business needs.

Responsibilities

• Implement quality control procedures, including call monitoring, to consistently meet customer service standards.
• Actively participate in live calls to offer support and assistance to agents as needed.
• Provide ongoing coaching, mentoring, and training to enhance team members' skills, knowledge, and overall performance.
• Monitor team performance and offer feedback to improve customer satisfaction levels, while also establishing and tracking individual and team Key Performance Indicators (KPIs).
• Collaborate with the Customer Service training manager to provide input for continuous training and improvement.
• Assist in addressing escalated customer issues promptly and find timely resolutions to maintain a high level of customer satisfaction.
• Cultivate a positive and inclusive work environment that encourages open communication, teamwork, and employee engagement.
• Assist in creating work aids and onboarding materials to clarify SOPs as well as maintain them with any changes needed.
• Abide by PCI, CLIA, CAP, HIPAA, and other state, federal, and regulatory guidelines.
• Coverage support to the Billing Intake team during high volume or member absences.




Responsibilities included but not limited to:

• Respond to inbound communication within GRAIL’s customer call center environment in accordance with scripts and communication guidelines, as needed.
• Initiate outbound communication with patients, physicians and other medical personnel to expeditiously resolve issues related to billing, and other missing information required by GRAIL to process samples, as needed.
• Demonstrate ownership of each customer interaction, seeing all cases through to completion.
• Accurately document all customer interactions in GRAIL’s customer relationship management (CRM) software.

Preferred Qualifications

• 5+ years of experience in a customer service role, with at least 2 years in a supervisory or team lead position.
• 1+ years medical billing experience in the laboratory or in a closely-related field.
• Demonstrated ability to effectively manage and lead a diverse team to achieve performance goals.
• Excellent verbal and written communication skills, with the ability to engage effectively with both internal and external stakeholders.
• Strong interpersonal skills and a proven track record of building and maintaining positive working relationships.
• Experience with de-escalation and conflict management with both internal and external parties.
• Proficiency in Google Suite (Docs, Sheets, Slides) and prior experience with CRM systems and customer service software.
• Strong problem-solving and decision-making abilities, with the capacity to make sound judgments in high-pressure situations.
• A customer-focused mindset, with a strong commitment to delivering exceptional service.
• Enjoy working in a highly collaborative team environment, while able to work independently
• Adaptability and flexibility to thrive in a fast-paced and dynamic work environment.
• Exceptional organizational skills, keen attention to detail, and the ability to handle multiple tasks and priorities simultaneously.
• Enjoy a fast paced, high growth - solution oriented environment

Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.

In addition, GRAIL offers a progressive benefit package, including flexible time-off, a 401k with a company match, and alongside our medical, dental, vision plans, carefully selected mindfulness offerings.

GRAIL is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. GRAIL maintains a drug-free workplace.