Provider Support Specialist - Mon-Fri 8am - 4:30pm

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

This position is responsible for providing customer service to providers that work with Exact Sciences. This position works cross functionally with all teams within the Customer Care Center. This position also performs other duties and projects as needed. The Provider Support Outbound Specialist handles project work which includes outbound calls to resolve exception handling, positive calls, order resolution, and the use of navigating multiple software systems.  This includes but is not limited to, multiple Epic work queues, in baskets, reporting workbench reports, the use of our Lab software system, and OnBase.

Shift: Monday - Friday 8am - 4:30pm

Location: This role is full time onsite at our 1 Exact Lane location in Madison, WI. Note, internal employees within the contact center who are remote, will be eligible to keep their remote status.

Essential Duties

Include, but are not limited to, the following:

• The ability to navigate within multiple software systems which include Epic, LIS, OnBase, and Five9.
• The ability to work tasks via In baskets, Work queues, and Reporting Workbench Reports.  
• Ability to be flexible in your daily tasks as business need directs.
• Places outbound calls.
• Researches and resolves issues and/or call requests from various teams: QA requests, duplicate orders, merges, result requests, Provider follow-up requests from Patient Support. 
• Possess strong organizational skills.
• Responds to voicemail and email inquiries.
• Investigates and resolves issues or problems for the sales field, providers or other internal customers.
• Manages and resolves customer complaints, identifies and escalates high priority issues to management.
• Works as a team to identify process improvements and document new procedures for growth.
• Provides external support to Alternate Channels of our business.
• Responsible for maintaining current knowledge of changes to sales policies, organizational structure and territory assignments, as well as communications on sales strategy and initiatives.
• Conducts all assigned job duties in a timely and productive manner and meets hourly metric goals established for the various projects they are assigned to.
• Reports to work on time and follows attendance guidelines and schedule adherence practices.
• Cross functionally works to triage issues for appropriate resolution.
• Supports the Clinical Study team for order entry, issue resolution and process improvement.
• Supports Alternate Channels as business needs arise.
• 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.
• Excellent verbal and written English communication skills.
• Ability to accurately follow written and verbal instructions.
• Ability to type 35/wpm.
• Excellent problem-solving abilities. 
• Strong organizational skills.
• Ability to communicate effectively and professionally with all levels of staff through both verbal and written communications with attention to grammar and spelling.
• Possess a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with peers at all levels of the organization.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
• Disciplined, self-motivated & reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to work designated schedule.
• Ability to work nights and/or weekends, as needed.
• Ability to work overtime, as needed.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 100% of a typical working day.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• 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).
• 4+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Knowledge of contact center technology.
• Demonstrated strong attention to detail and focus on quality output.
• Demonstrated knowledge of customer service principles and practices.
• Knowledge of EPIC.