Clinical Support Specialist
ABOUT PRECISION DIAGNOSTICS:
Precision Diagnostics (“Precision” or the “Company”), based in San Diego, California is a fast-growing laboratory that specializes in providing quantitative drug testing, primarily for helping physicians monitor their patients undergoing treatment for pain or substance abuse. Precision’s objective is to improve patient adherence/compliance with their prescription regimen and protect medical practices from liability.
THE ROLE:
The Clinical Support Specialist holds a multi-faceted position within the company and has direct and crucial contribution to the company’s overall initiatives. The role specializes in serving healthcare providers and clinical staff with whom we are partnered. The Clinical Support Specialist is adept at problem solving and can accommodate the needs of all customers with varying technical and knowledge-based skills along with providing valuable customer feedback internally. In addition, exceptional communication skills are required for incoming calls from our customers regarding: operational workflows, organization of customer contracts and specimen documents, review of customer-specific analytics, training on company records-management platforms, etc.
OUTCOMES:
Communicate with customers (internal and external) in a professional, organized, and timely manner.
Ensure results are received by clients successfully.
Answer technical questions and route to toxicology specialist, or toxicologists as needed.
Assist with online portal training.
Update records and spreadsheets as needed.
Assist with obtaining necessary documentation needed to ensure specimens can be processed, with no post-analytical defects.
Maintain regional territory.
Assist with general phone calls: specimen status, amendment requests, online portal access, re-sending results, triage calls to appropriate departments.
Participate in Toxicology training program.
Perform other duties as assigned.
WHAT YOU BRING TO THE TABLE:
Bachelor of Science degree preferred.
One-year minimum experience in customer service, preferably in a healthcare or biotech setting.
Exceptional customer service abilities.
Thrive in a fast-paced environment.
Ability to handle large call volumes effectively.
Ability to multi-task. Strong attention to detail.
Adept at problem solving.
To be successful, you agree that technology is a key part of every business process and you will make new technology adoption part of your routine.
Become fluent in Microsoft 365 (formerly Office635) applications assigned to your role. Common applications include: Teams, Word, Excel, Tasks and Planner
Complete training in a timely manner that is assigned to you. Training is primarily conducted via Microsoft Learn modules and is assigned based on:
Position/Job Role – Most positions require a core sent of Microsoft 365 working knowledge.
Project Role – As member of a project team, you may be required to complete training before you can engage with the project team or commence project work.
Ad-Hoc – Based on review of your performance via support requests, training modules will be assigned to increase skills.
WHAT WE BRING TO THE TABLE:
Comprehensive benefits package: Medical, Dental, Vision, and additional optional coverages
401K with company match
Paid time off and paid Holidays
Precision is dedicated to giving back to our communities through various platforms such as:
Sponsoring high school students with limited economic means
Annual company food drive with Precision matching each employee donation
Precision Cares program, partnering with local communities each year to give back
Frequent company events to keep our employees connected such as:
Lab Week: To celebrate and recognize the value our Lab Team members contribute
Compliance Week: To shine a light on the importance of compliance & ethics
Quarterly State of the Unions: All company business updates from our CEO
National Sales Meeting in San Diego for all Sales team members to connect and learn
ADDITIONAL CONSIDERATIONS:
This position is Full-Time.
The hourly range for this role is $23-$26
This position is currently 100% remote but may require working on-site at Headquarters for certain projects.
Standard work schedule is Monday through Friday working a full 8 hours a day, 5 days per week for the 9:30 a.m. - 6 p.m. schedule. Phone coverage is essential and therefore, flexibility in hours is typically not allowed.
Must be able to sit at a desk for prolonged periods and working on a computer.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Precision is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all employment practices within our organization, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Precision Diagnostics makes hiring decisions based solely on qualifications, merit, and business needs at the time.
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