Client Services Specialist, Western US, Contract
Delfi
Customer Service
Remote
Posted on Saturday, August 31, 2024
About the Role
In this role, you will provide essential customer and order support for the successful launch of our new Lung Cancer Screening test. You will be engaging with patients and health care providers in all aspects of an order’s life cycle. In partnership with our lab personnel and sales team, you will ensure efficient account set up, order processing and a world class customer experience.
About Us
DELFI Diagnostics, Inc. (DELFI Diagnostics) is developing next-generation, blood-based tests that are reliable, accessible and deliver a new way to help detect cancer. Employing advanced machine-learning methods to whole-genome sequencing data, the DELFI ("DNA EvaLuation of Fragments for early Interception") platform is built to address the highest-burden health challenges. DELFI Diagnostics prioritizes solutions that have the potential to save lives on a global scale, including for historically underserved populations. DELFI Diagnostics’ platform relies on fragmentomics – the discovery that cancer cells are more chaotic than normal cells and, when they die, leave behind tell-tale patterns and characteristics of cell-free DNA (cfDNA) fragments. FirstLook Lung, for individuals eligible for lung cancer screening, is DELFI Diagnostics’ first laboratory-developed screening test and can be part of routine blood work. FirstLook Lung uses millions of data points to reliably identify individuals who may have cancer detected through low-dose CT, including early stage disease with a negative predictive value of 99.7 percent. This test has not yet been cleared or approved by the FDA.
In our passionate pursuit to radically improve health outcomes, we serve humanity when we:
Lead with Science, Anchor in Pragmatism: We pioneer life-changing science by ensuring quality, transparency, and rigor at all times. We explore thoughtfully, experiment smartly, and deliver impact with conviction.
Build With & For All: We embrace diverse backgrounds to innovate and achieve together. We are not just building a product - we aim to disrupt the path of cancer for all - no matter geography or socioeconomic class
Put We over I: We are a home for high-performing people. Through teamwork, we build collective intelligence. Each of us wins when those we serve and those who serve with us--win. We show up with empathy, humility, and integrity at every step of the journey.
What you'll do
- Respond and manage Inquiries from patients, health care professionals, physicians and patient advocates
- Evaluate incoming orders, ensure data accuracy and generate cases for resolution when needed
- Create customer accounts and set up providers and delegates in DELFI’s provider portal
- Fulfill initial customer kit orders and replenish supplies to meet customer demand
- Partner with lab personnel to resolve sample processing issues and notify customers as appropriate
- Document core customer communication in Salesforce.com
- Provide omnichannel support to our customers via Salesforce.com
- Identify opportunities for process improvements throughout the life cycle of an order, and elevate to manager
What you'll have accomplished 12 months from now
- Proficiency in order intake and order management workflows in LIS and Salesforce.com
- Proficiency in setting up New Customer Accounts and Contacts in Salesforce.com
- Proficiency in Salesforce.com workflows supporting New Account Set ups, incoming orders, client inquiries, quality review and customer outreach
- Contributions to process improvement initiatives, sharing customer insights and recommendations for increasing efficiency in and improving turn-around time
- Established collaborative and supportive relationships with external (Client Partners) and internal (Sales, Lab, Medical Affairs) customers contributing to efficient and seamless user and customer experiences
What you'll bring to DELFI
- 3 years customer-facing experience in Diagnostics, Life Sciences or the Medical Device Industry
- 2 years experience working in a HIPAA and CLIA regulated environment
- Proficiency using Salesforce CRM
- Excellent written and verbal communication skills
- Experience working in an environment with defined SLAs and KPIs
- Experience providing omni-channel customer support (i.e. phone, email, portal)
- Demonstrated ability to work well independently ensuring our customers receive continuity in service
- Background in life sciences through schooling or work experience
- Bachelor's degree
- Recent exposure to working in a start-up environment
- Prior experience in a Client Service Lead role, assisting with on-boarding and training
Preferred
DELFI is not open to submissions or partnerships with recruitment agencies or search firms.
An equal opportunity employer
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.