Customer Care Associate

The Position:

As a Customer Care Associate (CCA), you’ll be at the heart of our mission to deliver exceptional service and support to physicians, patients, pathology labs, and internal teams. In this role, you’ll manage inbound and outbound communications, triage inquiries, coordinate logistics, and support lab operations across multiple product lines. You’ll work closely with cross-functional teams to ensure timely and accurate processing of requests, contributing directly to patient care and customer satisfaction. Responsibilities may vary depending on the product line and location you support—flexibility, adaptability, and a collaborative mindset are essential.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Manage inbound and outbound communications across phone, email, and fax, ensuring inquiries are addressed or routed appropriately.
• Coordinate and collaborate with internal teams (Customer Care, Sales, Lab, Billing, Pathology Labs) to support case resolution and ensure timely sample receipt.
• Document and maintain accurate records in LIS and Salesforce, including requisitions, call notes, and case updates.
• Support product-specific workflows, such as tissue procurement, report distribution, insurance follow-ups, and shipping coordination.
• Contribute to a positive customer experience by resolving issues efficiently and professionally across multiple product lines.
• Participate in process improvement efforts by sharing feedback and helping refine support procedures.
• Ensure compliance with healthcare regulations and company policies in all aspects of work.

Who You Are:

REQUIREMENTS: QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

• A bachelor’s degree (B.A. or B.S.) is preferred. Relevant experience may be considered in lieu of the education preference.
• 1–2 years of customer service experience in healthcare or life sciences (strongly preferred).

PHYSICAL REQUIREMENTS

• Repetitive movement of hands, arms, and legs
• Repetitive movement of fingers (typing and/or writing)
• Sitting, with occasional walking, standing, stooping and moving about
• Occasionally required to lift up to 25 pounds
• Ability to communicate effectively via phone, video, or chat.
• Visual and auditory requirements (e.g., ability to view a computer screen and participate in virtual meetings.

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