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Customer Support Specialist II

Job Details

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

 

Position Overview

The Customer Support Specialist II is responsible for providing customer service to providers that work with Exact Sciences, and to our inside sales team. This position works cross functionally with all teams within the Customer Care Center. This position also performs other duties and projects as needed. The Provider Support Specialist may be responsible for unique tasks or special initiatives that align with sales strategies.

 

Shifts:

6:00am-2:30pm

7:00am-3:30pm

8:30pm-5:00p,

Essential Duties

include but are not limited to the following:

  • Answer incoming phone calls.

  • Place outbound calls, as necessary.

  • Respond to voicemail and email inquiries.

  • Investigate and resolve issues or problems for the sales field, providers, or other internal customers.

  • Manage and resolve customer complaints, identify, and escalate high priority issues to management.

  • Work as a team to identify process improvements and document new procedures for growth.

  • Provide external support to Alternate Channels of our business.

  • Maintain current knowledge of changes to sales policies, organizational structure, and territory assignments, as well as communications on sales strategy and initiatives.

  • Report to work on time and follows attendance guidelines and schedule adherence practices.

  • Work cross-functionally to triage issues for appropriate resolution.

  • Support the Clinical Study team for order entry, issue resolution, and process improvement.

  • Excellent verbal and written English communication skills.

  • Ability to accurately follow written and verbal instructions.

  • Excellent problem-solving abilities. 

  • Strong organizational skills.

  • Ability to communicate effectively and professionally with all levels of staff through both verbal and written communications with attention to grammar and spelling.

  • Possess a positive attitude with excellent interpersonal skills; ability to interact and build strong working relationships with peers at all levels of the organization.

  • Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly.

  • Disciplined, self-motivated, and reliable; ability to stay focused on a task and work independently.

  • Motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely and productive manner.

  • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.

  • Support and comply with the company’s Quality Management System policies and procedures.

  • Regular and reliable attendance.

  • Ability to work on a computer and phone simultaneously.

  • Ability to use a telephone through a headset.

  • Ability to consistently demonstrate an understanding of key concepts and technical skills necessary to perform the role.  Progress and proficiency will be evaluated through:  Active participation, workflow practice, role play activities, asynchronous learning modules, and assessments which measure comprehension and successful application of training curriculum.

 

Minimum Qualifications

  • High School Diploma or General Education Degree (GED).

  • 3+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry.

  • 3+ years of experience working in a sales or customer service environment specialized in providing an exceptional customer experience.

  • Must be 18 years of age or older.

  • Authorization to work in the United States without sponsorship.

  • Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

 

Preferred Qualifications

  • Associates degree in business administration or related field.

  • Knowledge of contact center technology.

  • Demonstrated strong attention to detail and focus on quality output.

  • Demonstrated knowledge of customer service principles and practices.

#LI-AT1

 

 

Salary Range:

$46,250.00 – $78,750.00

 

The annual base salary shown is a national range for this position on a full-time basis and may differ by hiring location. In addition, this position is bonus eligible.

 

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

 

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

 

Not ready to apply? Join our Talent Community to stay updated on the latest news and opportunities at Exact Sciences.

 

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

 

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.

APPLY HERE: Customer Support Specialist II

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Enrollment Advisor

Job Details

Virta Health is on a mission to transform type 2 diabetes and weight-loss care. Current treatment approaches aren’t working—over half of US adults have either type 2 diabetes or prediabetes, and obesity rates are at an all-time high. Virta is changing this by helping people reverse their metabolic condition through innovations in technology, personalized nutrition, and virtual care delivery reinvented from the ground up. We have raised over $350 million from top-tier investors, and partner with the largest health plans, employers, and government organizations to help their employees and members restore their health and take back their lives. Join us on our mission to reverse diabetes and obesity in one billion people.

The Enrollment Advisor (EA) at Virta provides proactive motivation and information for our applicants throughout the enrollment process, from the moment they apply to Virta until they are enrolled in the treatment. The EA will proactively call applicants to make a personal connection, answer questions, provide support and encouragement, and guide the applicant throughout. This is a key role in Virta’s growth team, as your work will determine just how many patients have the chance to reverse their diabetes. The Enrollment Advisor is an applicant’s primary contact at Virta throughout their enrollment process, and thus the defining aspect of their enrollment experience.

 

We’re looking for a smart, kind, determined, outgoing, and detail-oriented person to join us. The Enrollment Advisor is an organized, empathetic, sales-oriented person with strong customer service skills who is willing to tackle any challenge and is driven to provide access to the Virta Treatment to the maximum number of people!

 

Responsibilities

  • Guiding applicants through the Virta enrollment process to answer questions and provide motivation, via workflows that may include portions or all of the following tasks:

    • Regularly calling applicants (80+% of time on phone; inbound and outbound calling)

    • Chat and email follow up to ensure the applicant has a smooth enrollment process

  • Individually responsible for enrolling applicants and achieving individual and team based quarterly quotas

  • Using in-app chat systems to motivate and guide applicants through the enrollment process

  • Proactively thinks of ways to improve the enrollment process for patients and teammates and helps execute on those ideas with the team

  • Answers applicant questions accurately, with compassion & patience

  • Uses independent judgment and approved cadence of communication with regards to each applicants

  • Will communicate the science behind nutritional ketosis and diabetes reversal

  • Accountable for conversion rate of the applicants

  • Attends enrollment and customer service trainings & receives regular coaching on improving applicant contact quality/efficacy

  • Work with confidential health information and/or issues using discretion and judgment

  • Become an expert on the Virta Treatment, including staying up to date with the details of and the science supporting Virta’s Treatment

 

90 Day Plan

Within your first 90 days at Virta, we expect you will do the following:

  • Complete the Virta Academy training program (80+ hours of work) to become an expert on the Virta Treatment

  • Understand every step of the existing enrollment process

  • Become proficient in Spark, G Suite, Slack, and all internal systems

  • Shadow 10+ applicant phone calls

  • Participate in mock calls with Virta team members

  • Complete 18 scheduled calls/day along with ongoing outreach

  • Jump in and identify areas where we can improve to give more applicants access to the Virta Treatment

 

Must-Haves

  • 1-3 years of customer service and inside sales experience (preferably in healthcare)

  • Demonstrated ability to build relationships and trust with others quickly on the phone and via email.

  • Excellent time management skills

  • Has experience working independently and using best judgment in a fast pace environment

  • Excited to directly work with our applicants on the phone for >80% of their day

  • Excellent written and spoken communication

  • A fast and reliable internet connection

 

Values-driven culture

Virta’s company values drive our culture, so you’ll do well if:

  • You put people first and take care of yourself, your peers, and our patients equally

  • You have a strong sense of ownership and take initiative while empowering others to do the same

  • You prioritize positive impact over busy work

  • You have no ego and understand that everyone has something to bring to the table regardless of experience

  • You appreciate transparency and promote trust and empowerment through open access of information

  • You are evidence-based and prioritize data and science over seniority or dogma

  • You take risks and rapidly iterate

 

Is this role not quite what you’re looking for? Join our Talent Community and follow us on Linkedin to stay connected!

Virta has a location based compensation structure. Starting pay will be based on a number of factors and commensurate with qualifications & experience. For this role, the compensation is $24. Information about Virta’s benefits is on our Careers page at: https://www.virtahealth.com/careers.

As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta’s security and privacy procedures to ensure our patients’ information remains strictly confidential. Security and privacy training will be provided.

As a remote-first company, our team is spread across various locations with office hubs in Denver and San Francisco.
Clinical roles: We currently do not hire in the following states: AK, HI, RI
Corporate roles: We currently do not hire in the following states: AK, AR, DE, HI, ME, MS, NM, OK, SD, VT, WI.

#LI-remote

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Customer Support 1

Job Details

With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of goals.

 

 

Essential Functions

 

Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-email

 

Contingent on the Line of Business (LOB), requires in-depth knowledge in the following areas:

 

  • Prescriptions, Plans, Products, Services, and Procedures
  • Online purchasing & e-Commerce knowledge
  • Internet knowledge
  • Payment processing/payment collections
  • Eligibility verification
  • Order Status, Shipping Status, and Stock Availability
  • Accurate completion of necessary documentation, letters, and forms processing
  • Quality Assurance testing for company software

 

Research and resolve issues/complaints and determine appropriate resolution(s)

 

Solve problems and assist with issues that may not fit the “cookie-cutter” solution

 

Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions

 

Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts

 

Effectively maintain specific line of business Customer Service standards and support level standards

 

Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently

 

Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel

 

Contingent on the LOB, may support Sales Representatives for any inquiry related to their customer orders

 

Contingent on the LOB, may be the first point of contact for Sales Representatives, not related to customer orders

 

Contingent on the LOB, may process claims based on business needs and workflow fluctuations

 

Job Specifications

 

Typically has the following skills or abilities:

 

One to two years of customer service experience in handling moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries

 

Available to work any shift, including weekends, holidays, and/or overnight

 

Demonstrated internet knowledge and understanding of basic internet browser settings

 

Demonstrated ability to work with multiple software programs, simultaneously

 

Working knowledge of MS Office package

 

Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries

 

Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made

 

Excellent interpersonal and rapport-building skills

 

Ability to ask appropriate and relevant questions to identify customer needs

 

Proven problem-solving, negotiations, and decision-making skills

 

Ability to use appropriate discretion and judgment in applying customer/call handling guidelines

 

Ability to listen, process transactions and interact with customers simultaneously in a fast-paced environment

 

If this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit check

 

In order to perform the duties of a Customer Support Representative successfully and consistently on our systems and networks, the following internet and equipment are required:

 

OS (Provided)

Windows 10

CPU (Provided)

Intel® Core™ i5-7500 (4 Cores/6MB/4T/3.6GHz)

Memory (Provided)

16GB 2X8GB 2666MHz DDR4 Memory

Hard Drive (Provided)

256GB Solid State Hard Drive

Wired Headset (Provided)

Yes

Wired Connection (to Router/Modem; Cable/wire provided) Router/Modem NOT provided

Yes

Download Speed (per user on home network)

50 Mbps

Upload Speed (per user on home network)

10 Mbps

Loaded Latency

< 150 ms

 

 

#LI-MARCHON

 

 

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here. 

 

Salary Ranges: $15.75 – $22.58

 

 

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status.  We maintain a drug-free workplace and perform pre-employment substance abuse testing. 

 

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.

 

 

Notice to Candidates: Fraud Alert – Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information. 


We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities. 

 

As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies. 

 
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Internal Communications – Senior Specialist

Job Details

Details

  • Department: Internal Communications
  • Schedule: Monday – Friday, Days
  • Location: Remote (preference for candidates in Nashville, Austin, Chicago, Indianpolis)
  • Salary: $75,295.00 – $104,957.00 per year

 

Benefits

Paid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community


Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance, location and salary range at the time of the offer.

 

Responsibilities

As an Internal Communications Senior Specialist you will help develop and implement strategic internal communications focused on enhancing associate experience, building understanding and engagement of operational priorities and ultimately helping strengthen the culture of the organization. 

Responsibilities:

  • Develop and implement a strategic and measurable internal communications plans for clinical goals, priorities and strategies, focused on associate and leadership engagement, particularly among physicians, nurses and clinical teams
  • Support the clinical communications team in managing projects and priorities, serving as a liaison between the team and other members of the internal communications team, when necessary
  • Combine strategic thinking and big-picture perspective with attention to detail, clarity and focus
  • Develop internal communications content, campaigns and events that support our operational objectives and our internal brand
  • Ensure that communications reflect the Mission, Vision and Values of Ascension as a healing ministry of the Catholic Church
  • Proactively identify trends, risks, challenges and solutions to process adoption, and lead and support change communication efforts
  • Manage a content and editorial calendar to streamline communications across all channels, building awareness of priority information and projects and increasing engagement with all audiences
  • Develop a ‘journalist’ mindset as you look for stories that will celebrate our associates and the inspirational work they do in service to our Mission 
  • Maintain flexible availability and responsiveness both during and outside of normal work hours, as necessary

Complexity of Work:

  • Requires excellent writing and project management skills, as well as critical thinking, strategic counseling and decisive judgment. Ideally, the candidate will also have a knowledge of the evolving healthcare market, Ascension’s history and current initiatives, and communications practices and standards. Must be able to work in a fast-paced environment.

 

Requirements

Education:

  • High School diploma equivalency with 2 years of cumulative experience OR Associate’s degree/Bachelor’s degree with 1 year of experience OR 5 years of applicable cumulative job specific experience required.
  • 2 years of leadership or management experience preferred.

 

Additional Preferences

Education:

  • Bachelor’s degree. Communications or journalism degree preferred.
  • At least 5 years in an internal communications role, ideally with experience working in a healthcare provider system or similar services organization.

Work Experience:

  • Adept at the rapid development of content in support of local business, market and organizational communications needs, working across all levels of an organization
  • Experience with the following:
    • Writing for all types of audiences across multiple communications platforms, including intranet, email/newsletters and video scripting
    • Executing against communications plans, goals and campaigns, including change communications
    • Planning and managing a coordinated content approach that directly impacts engagement of key audiences in support of our business goals
    • Working against clearly outlined key performance indicators (KPIs) and supporting the reporting of engagement metrics to multiple teams
  • Experience with intranet platform/CRM digital technology preferred but not required

#LI-Remote 

 

Why Join Our Team

Ascension associates are key to our commitment of transforming healthcare and providing care to all, especially those most in need. Join us and help us drive impact through reimagining how we can deliver a people-centered healthcare experience and creating the solutions to do it. Explore career opportunities across our ministry locations and within our corporate headquarters.

Ascension is a leading non-profit, faith-based national health system made up of over 134,000 associates and 2,600 sites of care, including more than 140 hospitals and 40 senior living communities in 19 states.

Our Mission, Vision and Values encompass everything we do at Ascension. Every associate is empowered to give back, volunteer and make a positive impact in their community. Ascension careers are more than jobs; they are opportunities to enhance your life and the lives of the people around you.

 

Equal Employment Opportunity Employer

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws.

For further information, view the  EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well-being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

Pay Non-Discrimination Notice

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

 

E-Verify Statement

This employer participates in the Electronic Employment Verification Program. Please click the E-Verify link below for more information.

E-Verify

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