Clinical Experience Analyst

Job Title: Clinical Experience Analyst

Job Location: Redwood City, CA, USA

Job Location Type: Remote

Job Contract Type: Full-time

Job Seniority Level: Mid-Senior level

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 Clinical Experience Analyst performs the functions of their position under the guided direction of the Provider Support Manager. The Clinical Experience Analyst provides clinical support for the Provider Support team and Customer Success Teams within Customer Care. This position supports the mission and vision of Exact Sciences Laboratories along with the Provider Support Supervisors and Managers and shares the responsibility of ensuring the Provider Support team operates effectively. They will follow all laboratory and Provider Support policies and procedures and maintain accurate data reporting practices as needed to ensure consistent and diligent execution of inbound and outbound call handling.

Essential Duties

Include but are not limited to the following:

• Acts as clinical liaison for Provider Support Analysts, Customer Success Analysts and Customer Success Managers.
• Acts as first line of contact for elevated clinical and medical inquiries that require review by Pathology and Medical Affairs.
• Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio.
• Supports domestic as well as international orders and cases.
• Provides product-specific clinical training for Customer Care teams, both domestic and international. This includes content creation, information maintenance, and collaboration with the Training team in implementation.
• Provides subject matter expertise, support to PO Customer Care teams.
• Collaborates closely with Pre-Analytical Laboratory, Histology, Pathology, and Clinical Laboratory Scientist teams.
• Provides process management in the form of early targeted support for new products, systems, and processes.
• Facilitates transition of processes to other Customer Care and Laboratory teams as needed.
• Provides Provider Support Supervisors and Managers feedback and action items from weekly team meetings.
• Trains and mentors new Clinical Experience Analysts.
• Customer Care representation in Case Review Team (CRT) and Medical Review Team (MRT) meetings, including customer communication and implementation of decisions made.
• Identifies case resolution trends in Customer Care, Quality Assurance and Laboratory teams, as well as mitigation measures such as implementing process changes, or conducting staff retraining if necessary.
• Manages and facilitates Reference Lab Sendout process (the sendout process for reference laboratory staining by immunohistochemistry (IHC) and/or fluorescent in situ hybridization (FISH)).
• Creates and maintains product-related Knowledge Base Articles (FAQs) for all products.
• Delegated patient contact on behalf of Medical Affairs, Pathology, and other groups. This encompasses Unsolicited Medical Inquiries as well as other necessary patient outreaches.
• Monitors metrics for clinical inquiries and elevations, and sends reports to Pathology and Medical Affairs teams as needed.
• Actively runs reports on metrics captured on the CS Dashboard to monitor team productivity.
• Investigates and analyzes elevations to identify process or training gaps. Collaborates closely with Supervisors and Managers to develop process improvements and identify retraining opportunities.
• Documents all information according to standard operating procedures.
• Ensures familiarity with relevant guidelines and policies for medical devices.
• Identifies and shares best practices and drives for continuous improvement of the customer experience.
• Researches required information using available resources.
• Provides customers with product and service information.
• Recommends changes to ensure high quality customer service.
• Ensures compliance with all Company quality procedures and guidelines including but not limited to Quality Policy and Code of Business Conduct and Ethics.
• Reports to work on time and follows attendance guidelines.
• Conducts all assigned job duties in a timely and productive manner.
• Performs all job duties according to Customer Care policies and procedures.
• Application of knowledge of customer service principles and practices.
• Application of knowledge of contact center operations including training and performance monitoring.
• 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.
• Completes other duties as assigned.
  
  
  

Minimum Qualifications

• BS or 2+ years in a professional life-sciences role.
• 3+ years of customer service experience, 1+ years of previous work in a contact center within the health care industry is preferred but appropriate contact center experience in other fields may be considered.
• Excellent verbal and written English communication skills.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.
• Disciplined, self-motivated and reliable; able 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 manner.
• Apply a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers as well as peers at all levels of the organization.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
• Conducts themselves in a professional manner in all interactions with members of the Exact Sciences Clinical Laboratory team, clients, and associates.
• Ability to listen and speak on the telephone and type simultaneously.
• Ability to operate telephone system and computer keyboard and printer.
• Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
  
  
  

Preferred Qualifications

• Knowledge of contact center telephony and technology.
• Previous work in a laboratory environment.
• Demonstrates understanding of advanced clinical knowledge of Exact Sciences products, and the confidence and poise to sustain that knowledge in a conversation with a customer.
  
  
  

Salary Range:

$78,000.00 - $124,000.00

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, and is eligible to receive company stock upon hire as well as annually.

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.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company’s affirmative action program.

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.

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