US Client Services Representative

Transforming Patient Outcomes with Molecular Diagnostics

The goal of individualized medicine is to move from a "one drug suits all" approach to providing the right treatment to the right patient at the right time. Monogram is making the promise of individualized medicine a reality.

Monogram Biosciences has been at the forefront of individualized medicine since 1996 and has helped pharmaceutical companies develop new drugs, and helped health care providers use those drugs for more effective treatment of HIV/AIDS. Now the company is turning its attention to the transformation of the treatment of cancer with a new suite of assays.

Due to continued business growth, our Client Services team has an opportunity for a Client Services Representative (CSR).  The CSR will be the first line point of contact for Monogram’s customers and provides test information, including but not limited to: turnaround time, specimen requirements, special handling requirements, reference ranges, instructions for patient and/or sample preparation for certain tests. This role relays test results and resolves client concerns as well as provides customer service excellence in all contact with clients. Routinely corrects any situation, which can cause service interruption, including logistical, billing, sales or lab operations issues.

Responsibilities:Assists clients with account status and account set up with consideration for contracting issues, state reimbursement, logistics and other parameters for establishing new accounts. Research, troubleshoot and resolve account problems and inquiries. Incoming/Outgoing calls: Result inquiry, specimen requirements, shipping instructions, supply orders, literature request, general technical question on assay, sample pick up, delayed results. Troubleshoot issues concerning patient samples or client accounts: turnaround time (TAT) issues, questionable results, specimen identification, clinical information, QNS, test request form issues, billing inquiries, etc. Point of Contact for Sales and Medical Affairs. Act as liaison between Medical Directors, Medical Affairs and Clients regarding result or treatment questions. Provide Sales/Marketing support and assistance with special requests. Monitor TAT for patients and clients. Monitor Problem Log daily. Resolve issues with clients in specified time per SOP & obtain written authorization & signatures. Document all required calls in client services database. Handle online reporting (vLink) and equipment contracts. Notifies clients regarding problem specimens. Mail/Fax patient reports and other administrative tasks as needed

Qualifications: Clinical or research laboratory experience. Bachelors Degree and/or Client Service experience in a clinical or research lab, pharmaceutical, or device company. Excellent communication and interpersonal skills. Organized, efficient, proficient at “multi-tasking�, detail-oriented. Strong experience with personal computers (Microsoft Office Package). Knowledge of company operational processes (sales, billing, logistics, accessioning and reimbursement) a plus. Requires excellent verbal and written communication skills as first line point of contact for Monogram customers. Prior experience communicating with customers is a plus. Demonstrated ability to work in a highly collaborative, flexible environment.

For immediate consideration, please apply on our web site, http://www.monogrambio.com

Monogram Biosciences is an equal opportunity employer. We value individuality and are committed to hiring the most qualified candidate without regard to race, color, religion, sex, age, disability, national origin, or sexual orientation. We encourage women and minority candidates to join Monogram Biosciences' rich and diverse employee culture.