Customer Service Representative - Clinical

Selexa Biotech are proud to support a global biotech company advancing personalized healthcare by developing and commercializing precision medicine tests for life-changing diseases.

This innovative business have an opportunity to work within their HQ, based in Oxford. The Customer Service Representative - Clinical serves as a liaison between ordering physicians and testing laboratories to facilitate clinical testing services. This includes monitoring the progress of assigned clinical orders and responding to ordering physician, with the mission of providing superior Customer Service.

Oversee progress of assigned clinical test orders and support clinical testing services in UK laboratories

• Build relationships with ordering physician centres’ personnel, facilitate patient sample submissions, monitor testing and reporting process. Resolving their billing queries as quickly and efficiently as possible.
• Communicate processes with prospects to support UK commercial team in customer education.
• Facilitate communication with ordering physicians and provide materials and logistical information required for submission of patient samples via internal order management system.
• Facilitate and coordinate discussions between ordering physicians, internal teams, and consulting physicians as needed.
• Address customer inquiries with possible solutions in a timely manner.
• Develop and maintain good working relationships using advanced communication skills with vendors and partners.

Support continuous Improvements to customer-facing and internal administrative processes to enable advancement of clinical services

• Provide input on the documentation of customer-facing materials to support the launch of new technologies and tests, as required.
• Communicate improvements to internal systems used for clinical order management.
• Communicate tasks related to kit vendor and mobile phlebotomy vendor management with operational staff as required.
• Assist with creation and revision of training material for Clinical Customer Service staff.

The skills we're looking for 

• GCSE and or A levels but BA/BS Degree in Life Sciences, preferred.
• 4+ years in customer-facing, technical support, and/or consultative roles.
• At least 2 years’ experience in supporting sophisticated and diverse customer base.
• At least 2 years’ experience in a services organization and preferably in a clinical testing laboratory or clinical research organization.
  Demonstrate professional etiquette and courtesy and ability to build strong relationships.
• Track record of successfully handling escalated customer interactions.
• Highly organised, excellent attention to detail, and proficiency with multi-tasking.
• This role requires self-direction and proactive collaboration.
• Eligibility to work in the UK required.