Customer Care Representative

Pathnostics; Irvine (CA); On-site; USD 34,000 - 39,000; Full time

Benefits offered by this job

Hourly pay + benefits

Vacation & sick time

Paid holidays

Health insurance

Flexible spending account (FSA)

Pet care benefit

401(k)

Employee Assistance Program

Employee referral bonus

Wellness programs

Job summary

Pathnostics, a leading precision diagnostic testing and development company, seeks a compassionate Customer Care specialist in Irvine, CA, to support clients and patients. The role handles high volumes of calls and emails, using Salesforce to document interactions and delivering accurate reports to stakeholders.

The position offers a full-time schedule with competitive hourly pay, benefits, and a patient-first culture focused on quality service and timely information for clinicians and patients.

Qualifications

• 3-5 years of experience in customer service, managing phone calls and emails.
• Bachelor’s degree is preferred.
• Ability to adapt to changing procedures, policies, work environment, and responsibilities.
• Ability to communicate effectively, document, and follow instructions with a high level of accuracy.
• A patient-first, mission-oriented mindset.

Responsibilities

• Provide world-class customer service and build rapport with clients, patients, and Sales Department
• Handle a high volume of inbound / outbound phone calls and emails
• Respond to inquiries via phone, email, and fax promptly and in a polite manner
• Evaluate and respond to inquiries and concerns from clients and Sales Representatives
• Resolve routine held specimens and Additional Information Required cases
• Relay case rejections to Sales Department within Salesforce
• Distribute patient reports to appropriate facilities via fax, email, etc.
• Provide patient report summary to clients upon request
• Generate "Corrected/Amended/Addended" report and follow up accordingly
• Provide report summary to clients upon request
• Document all client interactions in Salesforce and Laboratory Information System (LIS)
• Other duties as assigned

Skills

Customer service

Communication

Adaptability

Attention to detail

Record keeping

Education

Bachelor's degree (preferred)

Tools

Salesforce

LIS

Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Care Representative

Full Time Clerical Irvine, CA, US

Salary Range: $25.00 To $28.00 Hourly

Pathnostics is a leading precision diagnostic testing and development company providing solutions for Infectious Disease and Cancer diagnostics that will get patients on the right path. Check out our website to learn more: https://pathnostics.com/.

We are seeking a compassionate and dedicated Customer Care specialist to provide world-class support to our clients and patients. This role requires a commitment to patient care and a focus on enhancing the quality of service we deliver daily to patients and clinicians who require our assistance in obtaining critical answers about their diagnosis and care. Strong candidates for this role will have prior experience working in fast-paced environments where every detail matters; they will have comfort utilizing multiple databases to retrieve client information and relay it to stakeholders with accuracy and urgency, and the ability to use programs like Microsoft Excel to extract data and compile reports.

Schedule: Tuesday - Friday, 8:30 am - 5 pm and Saturdays, 7:30 am - 4 pm

Training schedule is Monday-Friday, 7 am - 3:30 pm.

We Offer:

• $25-28 per hour, DOE
• 2 weeks vacation + 1 week of sick time off
• Paid holidays
• Employee and Dependent Health Insurance
• Optional FSA/DCA
• Voluntary Pet Care benefit
• 401(k)
• Employee Assistance Program (mental health, child & eldercare issues, etc.)
• Starting at $1,000 Employee Referral Bonus program
• Wellness and Culture Club programs

Candidates Must Have:

• 3-5 years of experience in customer service, managing phone calls and emails
• Bachelor’s degree is preferred
• Ability to adapt to changing procedures, policies, work environment, and responsibilities
• Ability to communicate effectively, document, and follow instructions with a high level of accuracy
• A patient-first, mission-oriented mindset

Duties:

• Provide world-class customer service and build rapport with clients, patients, and Sales Department
• Handle a high volume of inbound / outbound phone calls and emails
• Respond to inquiries via phone, email, and fax promptly and in a polite manner
• Evaluate and respond to inquiries and concerns from clients and Sales Representatives
• Resolve routine held specimens and Additional Information Required cases
• Relay case rejections to Sales Department within Salesforce
• Distribute patient reports to appropriate facilities via fax, email, etc.
• Provide patient report summary to clients upon request
• Generate "Corrected/Amended/Addended" report and follow up accordingly
• Provide report summary to clients upon request
• Document all client interactions in Salesforce and Laboratory Information System (LIS)
• Other duties as assigned

Pathnostics is an Equal Opportunity Employer. Pathnostics participates in E-Verify.