Customer Service Representative

RTP, North Carolina (Hybrid)
Jan 15, 2022
Bio NC
Required Education
Bachelors Degree
Position Type
Full time

Biofidelity’s mission is to improve and extend the lives of patients with cancer by enabling better targeting of therapies, early detection of treatment resistance, and routine monitoring of treatment response. Our unique technology is designed to allow rapid, broad adoption of our assays in testing labs around the world, enabling a step change in patient care. 

At Biofidelity we are proud to have built a culture of humanity, openness and high expectations. We work towards well-defined goals, with a strong belief that we can bring real benefits to patients. Our people are keen to take responsibility for their work and share both their successes and challenges.

Alongside a competitive salary and opportunities for career development, we offer a comprehensive benefits package including medical, dental and vision cover, 401(k), bonus, share option scheme, 20 days per year PTO allowance and 2 floating holidays in addition to Company observed holidays.

The role 

Biofidelity is looking for an experienced Customer Service Representative to deliver  a world class customer experience while ensuring the client obtains maximum value from our laboratory services. The ideal candidate has outstanding communication and interpersonal skills, and demonstrated ability to understand client needs and deal tactfully with clients in a professional, respectful and empathetic manner. This position reports to the Customer Service Manager.

Key responsibilities:

  • Respond to inbound communication within Biofidelity and serve as primary point of contact for clients

  • Interact directly with clients to derive optimal value from Biofidelity services, ensuring a seamless flow of client requirements through the delivery services process

  • Demonstrate ownership of each interaction with a client, following it all the way through to completion

  • Translate client needs into action plans and escalate inquiries to the appropriate team, when necessary

  • Investigate and resolve customer complaints

  • Accurately document all communication with clients in Biofidelity’s CRM

  • Maintain and update Biofidelity’s client database

  • Perform full assessments of client needs on a regular basis

  • Provide education, guidance and support to clients about Biofidelity’s products

  • Suggest opportunities to improve the quality and efficiency of our customer service 

  • Initiate outbound communication with clients and partners, when needed

Knowledge, Skills, And Abilities:

  • Proficient in Microsoft applications and the utilization of CRM and LIMS systems 

  • Business acumen (knowledge of the healthcare industry preferred)

  • Knowledge of healthcare billing 

  • Strong communication and interpersonal skills, including ability to present and deal tactfully with clients

  • Effective conflict resolution skills

  • Excellent problem-solving skills, strong attention to detail and ability to multitask

Requisite Education and Experience/Minimum Qualifications:

  • Bachelor's Degree (preferred)

  • Previous experience in a customer service role in the healthcare industry

  • Previous experience working in a clinical laboratory (preferred)

  • Understanding of HIPAA and confidentiality of patient data