Job Description

TITLE : Customer Service Administrator

LOCATION – San Diego, CA – (entirely on-site; there is no remote or hybrid availability)

DURATION: 6+ months

MANAGER NOTES :

• Strong attention to detail
• Strong critical thinking and issue resolution
• First shift hours will be 7-3:30 pm
• Technology requirements note – “We primarily use Salesforce.com CRM; it would be a plus if the candidate has some previous experience in it.”

Typical Day:

1) Mostly outbound calls in the morning to follow up on current orders for required documents.

2) Data Entry for newly e-faxed orders that are coming in.

3) Upload documents received to their orders and push them into other teams' queues.

4) Reviewing received specimens and resolving order issues identified by our Sample Management team. This may require making outbound calls to confirm or resolve order issues.

5) Clear the dashboard and send faxes to clients and pathology to request the specimen or additional document needed.

Preferred office experience where account management was a focus.

Responsibilities:

• Managing entire order process for specific OAEs, and any accounts that are assigned to those OAEs, in Salesforce.com (SFDC).

o Processing orders in SFDC

o 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.

o Faxing specimen requests to pathology and following up regularly to expedite turnaround time (TAT)

o Resolving holds on orders so specimens received can begin testing ASAP.

• Monitoring reports on CS Dashboard to stay on top of workload.

o 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

o Responsible for forwarding call back requests to the appropriate person (i.e., Pathologist, Medical Science Liaison, Sales) and documenting in SFDC

• Managing Portal Accounts

o Setting up new portal users, managing password resets, and assisting with IT support as needed

• Account management

o 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.

• Follow-Up on QNS Cases

o Proactively contact Pathology for additional material when orders result as QNS or Inappropriate Sample Type

• Incoming Calls/ Emails

o 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.

Thanks

Ritika Aithmian

Lead Recruiter

Ritika.aithmian@mastechdigital.com

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