CSS

OncoHost is seeking an experienced Client Services Specialist (CSS) to manage incoming cases. As the CSS, you will be a key member of our growing client services department. You will be responsible for providing superior customer service to clients and patients, overseeing and working collaboratively with new client services team members, and working cross-functionally with commercial and lab operations partners to identify scalable solutions for OncoHost. This is a full-time on-site position reporting to the Director of Clinical Oncology.

Key responsibilities:

• Provide an exceptional client service experience
• Receive and respond to all types of communication: phone, email, and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives, and patients, while always demonstrating a positive and professional image for OncoHost
• Keep precise and clear documentation of all email, fax, phone communications, and follow-up activities
• Partner with the clinical lab to ensure client information is correctly entered
• Professional and effective communication internally and externally
• Assist with kit ordering, and coordinating offsite phlebotomy services as needed
• Communicate with clients, patients, and sales team using Salesforce (CRM) and other integrated software platforms
• Use problem-solving skills to resolve customer complaints and escalated situations
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment

Requirements:

• 3+ years experience working in client services
• Experience in the diagnostic, medical device, biotech, or healthcare setting – preferred
• Client services experience with oncologists and pathologists – preferred
• Solid experience using Microsoft Office and Salesforce (CRM) – preferred
• Quick learner who can work collaboratively in a dynamic, fast-paced environment and create and implement procedures and policies
• Excellent written and verbal communication skills with a high level of computer proficiency
• Ability to multitask, work with self-discipline, good judgment, and independence
• Demonstrated ability to be an organized, detailed-oriented problem solver and manage client-facing escalated situations in a professional manner
• Flexibility with respect to working hours based on client and company needs
• Bilingual English/Spanish is an asset