Intake Specialist (Contract)

Menlo Park, CA, United States
Jun 25, 2021
Biotech Bay
Required Education
Bachelors Degree
Position Type
GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is focused on alleviating the global burden of cancer by developing pioneering technology to detect and identify multiple deadly cancer types early. The company is using the power of next-generation sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop its multi-cancer early detection blood test. GRAIL is headquartered in Menlo Park, CA with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies. For more information, please visit

The Intake Specialist is responsible for entering required billing information into GRAIL's payment systems. In addition to being responsible for identifying accessions that require intake team support, the Intake Specialist is committed to accurately obtaining, entering, and auditing information required to successfully collect payment for GRAIL's test. The Intake Specialist will also be responsible for following up with patients and healthcare providers to collect missing information that is required by GRAIL to process samples in the laboratory. The Intake Specialist demonstrates a firm understanding of the importance of exceptional service within the realm of cancer care. This position requires excellent attention to detail, effective written and verbal communication skills, the ability to multitask, flexibility regarding tasks and schedule, and the ability to work independently as well as within a highly-collaborative team environment. It also requires patience, respect for others, compassion, and positivity. The Intake Specialist is committed to personal and professional change and growth, meeting the needs of the customer and company, and making a true difference in business operations, collections, and the healthcare landscape as a whole.

The candidate should live in the bay area with the ability to come to our headquarters in Menlo Park

You will:

• Work closely with the Accessioning Team to collect credit card payment information for patient-bill accessions and process payment with our billing vendor.
• Work closely with the Customer Service team to help resolve missing information that is required in order to process samples and billing our customers.
• Respond to inbound communication within GRAIL's on-site customer call center environment in accordance with scripts and communication guidelines, as needed.
• Initiate outbound communication with patients, physicians and other medical personnel to expeditiously resolve issues related to billing, and other missing information required by GRAIL to process samples, as needed.
• Demonstrate ownership of each customer interaction, seeing all cases through to completion.
• Accurately document all customer interactions with customers in GRAIL's customer relationship management (CRM) software.
• Successfully navigate GRAIL's laboratory information management system (LIMS) to identify accessions that are missing payment and other information.
• Interact effectively with GRAIL's call center software.
• Demonstrate a working knowledge of laboratory and billing operations.
• Ensure proper completion of assigned tasks during scheduled working hours.
• Maintain the highest level of courtesy and hospitality under all conditions.
• Embody GRAIL values and communicate with others in accordance with these standards.
• Remain composed in conflict situations and escalate issues when appropriate.
• Demonstrate a thorough knowledge of GRAIL products and procedures.
• Communicate effectively with coworkers and non-laboratory personnel.
• Adhere to Standard Operating Procedures (SOPs) pertaining to medical billing, customer service, and accessioning issue resolution.
• Comply with GRAIL policies regarding Bloodborne Pathogen Exposure Control, Chemical Hazards, Illness and Injury Prevention, Fire Safety, and Quality Assurance.
• Abide by CLIA, CAP, HIPAA, and other state, federal, and regulatory guidelines.

Your background should include:

• A Bachelor's degree or an equivalent combination of education and experience.
• A minimum of 1 year medical billing experience in the laboratory or in a closely-related field is preferred.
• Medical Billing certification from a reputable institution (such as the American Academy of Professional Coders / AAPC) is preferred.
• Strong communication with co-workers, managers and customers.
• Strong organizational skills and meticulous attention to detail.
• Ability to accept, integrate, and apply constructive feedback in a professional manner.
• Ability to prioritize tasks and drive results with a high emphasis on quality.
• Ability to work as part of a team within a highly collaborative environment.
• Strong computer, internet, and software operation skills.
• Ability to proactively communicate consistently, clearly and honestly.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

GRAIL, Inc. and its affiliates and subsidiaries ("GRAIL") does not accept any liability for fees for resumes from recruiters or employment agencies ("Agency"), without a binding, written recruitment agreement between GRAIL and Agency describing the services and specific job openings ("Agreement"). GRAIL may consider any candidate for whom an Agency has submitted an unsolicited resume and explicitly reserves the right to hire those candidate(s) without any financial obligation to the Agency, unless an Agreement is in place. Any email or verbal contacts with any person within GRAIL is inadequate to create a binding agreement. Agencies without an Agreement are requested not to contact any hiring managers of GRAIL with recruiting inquiries or resumes. Agencies interested in partnering with GRAIL may contact GRAIL's HR Department through our Customer Service team .