Customer Care Associate

Exact Sciences; Appleton (WI); Hybrid; USD 35,000 - 56,000; Full time

Job summary

Exact Sciences is looking for a Customer Care Associate to provide world-class service to healthcare providers and patients. This role involves handling inbound and outbound calls, ensuring compliance with guidelines, and requires a high school diploma along with customer service experience. Enjoy a workplace focused on purpose-driven careers with robust benefits.

Benefits

Paid time off

Wellness support

Health benefits including medical, dental, and vision

Qualifications

• 2+ years of customer service experience with demonstrated exceptional customer experience.
• Authorization to work in the United States without sponsorship.

Responsibilities

• Answer and respond to incoming calls and other inbound contacts.
• Place outbound calls to follow up with patients and providers.
• Ensure compliance with quality procedures and guidelines.

Skills

Customer service

Communication skills

Teamwork

Education

High School Diploma or GED

Job description

4 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Direct message the job poster from Exact Sciences

Senior Recruiter at Exact Sciences, SHRM-CP

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Customer Care Associate provides world-class service to health care providers, patients, and public. This role will primarily receive inbound calls and place outbound calls to the health care providers, patients, and other clients.

Location: This role can be onsite at our 1 Exact Lane location in Madison, WI or remote within Wisconsin.

Shift Schedule: Multiple first and second shifts available, Sunday through Saturday, with either a 4-day, 10-hour schedule or a 5-day, 8-hour schedule.

Training Schedule: For the first 5 weeks in the role, training will be Monday - Friday with the regular hours of 8:00am - 4:30pm.

Essential Duties

Include, but are not limited to, the following:

• Answer and respond to incoming calls and other inbound contacts.
• Place outbound calls to follow up with patients, providers, and other clients.
• Receive escalated calls from patients, providers, or insurance payers related to client accounts.
• Provide customers with product and service information and route contacts to the appropriate resources.
• Document all information according to standard operating procedures (SOPs).
• Recommend changes to ensure high quality customer service.
• Stay current with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.).
• Ensure compliance with all company quality procedures and guidelines; including, but not limited to, the Quality Policy and the Code of Business Conduct and Ethics.
• Ability to perform all job duties according to contact center policies and procedures in a timely and productive manner.
• Ability to act in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and other clients.
• Apply excellent verbal and written English communication skills.
• Ability to apply knowledge of customer service principles and practices.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly.
• Ability to stay focused on a task and work independently.
• Ability to meet standards for production and accuracy within 3 months of start date in role.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to report to work on time and follow attendance guidelines.
• Ability to work overtime as needed,
• Ability to work designated schedule.
• Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to listen and speak on the telephone and write simultaneously.
• Ability to operate telephone system and computer keyboard and printer.
• Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.
• You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.
  
  

Minimum Qualifications

• High School Diploma or General Education Degree (GED).
• 2+ years of customer service experience with demonstrated exceptional customer experience.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
  
  

Preferred Qualifications

• Some college course work.
• Experience in an inbound/outbound contact center in the healthcare industry.
• Previous work in a laboratory environment.
• Knowledge of contact center telephony and technology.
• Demonstrated ability to initiate and willingness to continuously improve processes.
  
  

Salary Range:

$35,000.00 - $56,000.00

The annual base salary shown reflects the combined salary range for both titles. Placement within the annual base pay range will vary depending on experience and location. In addition, this position is bonus eligible, and is eligible to be considered for company stock at hire and on an annual basis.

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

Not ready to apply? Join our Talent Community to stay updated on the latest news and opportunities at Exact Sciences.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Biotechnology Research, Hospitals and Health Care, and Medical Equipment Manufacturing

Referrals increase your chances of interviewing at Exact Sciences by 2x

Get notified about new Customer Care Professional jobs in Appleton, WI.

City Clerk – Deputy Director of Administrative Services

Customer Care Representative (Full Time)

Green Bay, Wisconsin Metropolitan Area $17.00-$24.23 2 weeks ago

Customer Service Representative (Part-Time)

Customer Service Representative, Shipping

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.