Customer Care Specialist

About this role

At Veracyte, we offer exciting career opportunities for those interested in joining a pioneering team that is committed to transforming cancer care for patients across the globe. Working at Veracyte enables our employees to not only make a meaningful impact on the lives of patients, but to also learn and grow within a purpose driven environment. This is what we call the Veracyte way – it’s about how we work together, guided by our values, to give clinicians the insights they need to help patients make life-changing decisions.

Our Values: We Seek A Better Way : We pursue bold ideas, embrace complexity, and keep pushing forward. We Make It Happen : We act with urgency, deliver with excellence, and always find a way. We Are Stronger Together : We engage with empathy, align around what's best for Veracyte, and celebrate as one team. We Care Deeply : We show up with integrity, kindness, and respect for one another. The Position: As a Customer Care Specialist, you will be the cornerstone of our customer care team.

Your primary mission is to ensure that healthcare providers and patients receive unparalleled service and support. You will handle customer inquiries with empathy, professionalism, and efficiency. By actively collaborating with internal teams such as Sales, Laboratory, and Billing, you will resolve issues promptly and enhance the overall customer experience. ESSENTIAL DUTIES AND RESPONSIBILITIES: Order Management: Efficiently manage and monitor orders and cases from submission to completion, ensuring timely resolutions and clear communication with customers Physician Outreach: Perform outbound communication with physician offices through phone fax, email, and other channels to efficiently resolve order issues.

Inbound Calls: Address inbound calls with empathy and precision, by resolving customer inquiries and providing comprehensive support. Collaboration: Partner closely with the Sales team to anticipate customer needs, drive growth, and enhance customer retention through proactive solutions and positive relationships. Trend Analysis: Collect and analyze customer feedback and trends to develop actionable strategies for continuous improvement, sharing insights with relevant teams.