Customer Service Coordinator

Role Overview

• Enter new provider information into GRAIL’s CRM including basic account and contact details.
• Verify new providers to ensure they meet GRAIL’s requirements to order testing.
• Understand how an account integrates across GRAIL's systems and be able to synchronize the data accordingly.
• Accurately enter sensitive information with a focus on precision and timeliness.
• Provide user access to external-facing systems and provide minor technical support.
• Configure users and their preferences within GRAIL's provider portal.
• Facilitate the initial correspondence and ordering of supplies.
• Accurately document changes within Salesforce for audit and tracking purposes.
• Document interactions in a clear, concise, and thorough manner, and ensure proper completion of tasks during scheduled working hours.
• Maintain the highest level of courtesy under all conditions.
• Embody GRAIL values and communicate with others by these standards.
• Demonstrate a thorough knowledge of GRAIL products and procedures.
• Communicate effectively across the organization.
• Remain flexible in role and assist other teams within Customer Service when appropriate.
• Adhere to Standard Operating Procedures (SOPs) about customer service.
• Participate in our development program, rotating into other customer service groups to broaden your understanding and skillset.
• Comply with GRAIL policies regarding Bloodborne Pathogen Exposure Control, Chemical Hazards, Illness and Injury Prevention, Fire Safety, and Quality Assurance.
• Abide by CLIA, CAP, HIPAA, and other state, federal, and regulatory guidelines as required.

Requirements

• High School Diploma plus 1-2 years experience working within a CRM environment or equivalent.
• Strong computer, internet, and software operation skills required.
• Previous experience using Salesforce.
• Data Entry experience in a fast paced environment.
• Ability to travel 5% as required.
• Worked in a regulated environment within the healthcare and/or life sciences industry.
• Familiarity with the LIMS.

Benefits

• flexible time-off or vacation
• a 401(k) retirement plan with employer match
• medical, dental, and vision coverage
• carefully selected mindfulness programs