Client Services Associate 1

Hologic, Inc.; San Diego (CA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

BioTheranostics, a subsidiary of Hologic, Inc., seeks a Client Services Associate for a fully onsite role in San Diego, CA. You will manage the order workflow in Salesforce (SFDC) and provide customer support within policy.

You will handle portal accounts, coordinate with OAEs, and respond to calls and emails, ensuring timely processing and accurate SFDC records daily.

Qualifications

• Bachelor’s degree preferred; High School diploma required.

Responsibilities

• Process orders in SFDC and coordinate with OAEs and physicians.
• Fax or call ordering providers for missing information and follow up for timely turnaround.
• Monitor CS Dashboard for workload and open tasks.
• Handle physician callback requests and document in SFDC.
• Set up new portal users and assist with IT support as needed.
• Create physician and medical practice records in SFDC and keep them updated.

Skills

Order management

Customer support

Phone & email handling

Salesforce SFDC

Education

Bachelor’s degree preferred

High School diploma required

Tools

Salesforce

Job description

This is a fully onsite (5 days per week) position based in San Diego, CA.

BioTheranostics, a subsidiary of Hologic, Inc., is a leading provider of molecular-based diagnostic, prognostic, and predictive tests that empower physicians to deliver optimal care for cancer patients. As the organization’s hub for oncology, BioTheranostics, referred to as Oncology Services, is committed to clinical excellence, innovation, and delivering high-value solutions for patients and healthcare providers.

We are currently searching for a Client Services Associate to join our Customer Experience group and reporting to the Client Services Supervisor, you will manage the order workflow and provide customer support in compliance with policies, procedures, and regulations.

If you are excited and passionate about playing a key role in impacting health of patients everyday, and strive under a fast-paced environment – read further below.

Responsibilities:

• Managing entire order process for specific Oncology Account Executives (OAEs), and any accounts that are assigned to those OAEs, in Salesforce.com (SFDC). Tasks include, but are not limited to:
  • Processing orders in SFDC
  • Faxing or calling Ordering Provider when necessary for missing information, clinical discrepancies, specimen issues, etc. and for following up consistently to obtain in a timely manner.
  • Faxing specimen requests to pathology and following up regularly to expedite turnaround time (TAT)
  • Resolving holds on orders so specimens received can begin testing ASAP.
• Monitoring reports on CS Dashboard to stay on top of workload.
  • Open tasks, open order issues, orders that have completed Clinical Review, pending specimens, newly reported orders, QNS results, incoming portal order or registration requests.
• Handling Physician Call Back Requests
  • Responsible for forwarding call back requests to the appropriate person (i.e., Pathologist, Medical Science Liaison, Sales) and documenting in SFDC
• Managing Portal Accounts
  • Setting up new portal users, managing password resets, and assisting with IT support as needed
• Account management
  • Creating new physician contact records as well as medical practice records in SFDC. Must keep accounts updated with current names, addresses, contact info, special notes, etc.
• Incoming Calls/ Emails
  • Must be logged into CS Call Queue and be available for incoming calls to main phone line as well as direct line.
  • Monitor team email inbox as well as individual email inbox.

Minimum Education/Experience Requirements:

• Bachelor’s degree preferred. High School diploma required.

Required Training/Certification:

• On the job training including, but not limited to, HIPAA.
• Documentation to maintain compliance with state, CLIA, and CAP requirements

Our Culture at Hologic:

At Hologic, we’re driven by our mission to enable healthier lives everywhere, every day. We’re passionate about being the global champion for women’s health and bringing The Science of Sure to life. You’ll join a team that values collaboration, innovation, and a genuine commitment to making a positive impact—inside and outside the lab.
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The annualized base salary range for this role is $42,400 – $63,600 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.