About this role

Acts as a clinical liaison for both internal and external customers, addressing elevated inquiries
Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio
Provides product-specific clinical training, including content creation and collaboration with training teams
Collaborates with laboratory and pathology teams to ensure accurate case resolution and process improvements
Monitors metrics for clinical inquiries and elevations, and identifies trends for corrective and preventative actions
Investigates escalations to identify process gaps and recommends retraining or workflow adjustments
Documents all information according to standard operating procedures

Bachelor’s Degree in a field related to essential duties; or Associates Degree and 2 years of relevant experience; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience
Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day
Ability to work weekdays, nights and/or weekends and overtime as needed.

paid time off (including days for vacation, holidays, volunteering, and personal time)
paid leave for parents and caregivers
retirement savings plan
wellness support
health benefits including medical, prescription drug, dental, and vision coverage

Associate Clinical Experience Analyst – Customer Service Representative

Key skills