Clinical Support Defect Specialist

Clinical Support Defect Specialist

ABOUT PRECISION DIAGNOSTICS:

Precision Diagnostics, based in San Diego, California is a fast-growing clinical laboratory that specializes in providing quantitative drug testing, primarily for the purpose of 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 Defects Specialist holds a multi-faceted position within the company and has a 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 Defects 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 managing incident work via Enterprise Management system(s), speaking directly with customers to define resolutions, and working with internal departments to ensure resolved defects are processed and billed successfully. You will also be responsible for upkeeping operational workflows, organization of customer contracts and specimen documents, training on company records-management platforms, etc.

OUTCOMES:

• Timely identification of pre-analytical defects
• Timely resolution of pre-analytical defects via customer outreach and proper documentation
• Communicate with customers (internal and external) in a professional, organized, and timely manner.
• Utilize Enterprise Management system for cataloguing all work efforts.
• Assist with obtaining necessary documentation needed to ensure specimens can be processed, and claims paid.
• Update records and spreadsheets as needed.
• Assist with online portal training.
• Accountability measured on:
  • Order Conversion Rate: the percentage of total lab orders that are converted into paid orders (accessions).
  • Error count: the number of errors worked per hour, day, week.
  • Rejection count: the number of orders (not just specimens) rejected due to cataloged reasons.
• 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 and communication abilities.
• Thrive in a fast-paced environment.
• 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
• 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 $20 - $22.
• 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. Schedules have varying start times between 5 a.m. to 9:30 a.m. as 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. 

Qualifications