Associate Clinical Experience Analyst- Customer Service Representative

Shift: Monday - Friday, 10:30am-7pm CST. Must be able to accommodate these working hours/time zone.

Essential Duties
Include but are not limited to the following:

• Acts as a clinical liaison for both internal and external customers, addressing elevated inquiries.

• Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio.

• Provides product-specific clinical training, including content creation and collaboration with training teams.

• Collaborates with laboratory and pathology teams to ensure accurate case resolution and process improvements.

• Monitors metrics for clinical inquiries and elevations, and identifies trends for corrective and preventative actions.

• Investigates escalations to identify process gaps and recommends retraining or workflow adjustments.

• Documents all information according to standard operating procedures.

Minimum Qualifications

• Bachelor’s Degree in a field related to essential duties; or Associates Degree and 2 years of relevant experience.; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.

• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.

• Ability to work weekdays, nights and/or weekends and overtime as needed.