Customer Service Coordinator (Inbound- call center environment) #4849

📋 Description

• • Provide direct customer service support to internal and external stakeholders in a call center environment, handling inbound inquiries related to early cancer detection services and diagnostic testing.
• • Resolve moderately complex customer service requests independently, applying foundational knowledge to address issues beyond basic support tasks.
• • Maintain high standards of customer satisfaction by delivering accurate, timely, and empathetic responses to callers seeking information about GRAIL’s cancer detection technologies and procedures.
• • Collaborate with internal teams including clinical, laboratory, and billing departments to facilitate resolution of service-related issues and ensure seamless customer experiences.
• • Document all customer interactions accurately in CRM systems, ensuring compliance with healthcare data privacy standards and internal service protocols.
• • Support continuous improvement initiatives by identifying recurring customer concerns and providing feedback to management for process optimization.
• • Adhere to strict regulatory and compliance guidelines specific to healthcare communications, including HIPAA and other patient data protection requirements.
• • Manage a high volume of inbound calls while maintaining quality service metrics, including call resolution time, first-call resolution rate, and customer satisfaction scores.
• • Act as a primary point of contact for patients, healthcare providers, and partners seeking guidance on test ordering, sample collection, result interpretation, and insurance coordination.
• • Participate in ongoing training programs to stay current on GRAIL’s diagnostic technologies, clinical workflows, and evolving customer service policies.
• • Work within a structured schedule that requires a minimum of 60% (24 hours) of weekly hours to be performed on-site at either the Raleigh, NC or Durham, NC location.
• • Align daily work hours with team and business needs, which may require exceeding the minimum on-site requirement based on operational demands.
• • Contribute to a culture of compassion and purpose by recognizing the emotional weight of customer interactions in the context of cancer care and early detection.
• • Represent GRAIL’s mission to detect cancer early by demonstrating professionalism, accuracy, and empathy in every customer interaction.
• • Maintain confidentiality and integrity in handling sensitive patient health information and proprietary company data.
• • Support cross-functional initiatives aimed at improving patient experience and streamlining service delivery across the customer journey.
• • Participate in team meetings, quality assurance reviews, and performance feedback sessions to enhance individual and team performance.
• • Adapt to evolving service protocols, technology updates, and regulatory changes impacting customer service operations in the healthcare diagnostics industry.