Role Overview

Establish relationships with ordering physician centres’ personnel, facilitate patient sample submission, monitor testing and reporting process
Resolving their billing queries as quickly and efficiently as possible
Communicate processes with prospective ordering physicians to support UK commercial team in customer education
Facilitate communication with ordering physicians and provide materials and logistical information required for submission of patient samples within the Order Management System
Facilitate discussions between ordering physicians, internal teams, and consulting physicians as needed
Address customer inquiries and order status with possible solutions in a timely manner
Develop and maintain good working relationships using advanced communication skills with vendors and partners of OBD
Provide input on the documentation of customer-facing materials / social media posts to support the launch of new technologies and tests, as needed
Communicate feedback regarding improvements to internal systems used for clinical order management
Communicate tasks related to kit inventory and shipping vendor management with Operational staff as required
Engage with customer/ insurance companies, working with the finance department to gain applicable payments
Engage with clinics that have stopped ordering
contacting by telephone, letters etc. to encourage repeat test orders
Assist with development and revision of training material for Clinical Customer Service staff
Assist with insurance company submissions as needed
Support the Director of Operations, Director of Clinical Customer Service and Sr. Director Commercial & Marketing Communications
as required

Requirements

GCSE and or A levels (or equivalent)
BA/BS Degree in Life Sciences preferred
Typically 4+ years in customer-facing, technical support, and/or consultative roles
Demonstrable experience (typically at least 2 years) in supporting sophisticated and diverse customer base
Demonstrable experience (typically at least 2 years) in a services organization and preferably in a clinical testing laboratory or clinical research organization
Knowledge of ISO 13485 and ISO 15189 would be an advantage.
Confident user of computer systems and standard IT packages including MS Office.
Experience with order management software is preferred.

Benefits

Competitive salary
Hybrid work arrangement

Oxford BioDynamics Plc

Open Positions (1)

Customer Service

Clinical Customer Service Representative