JOB SUMMARY:
The Health Systems & Oncology Support Representative will play a crucial role in supporting all PathGroup internal departments and external customers. This position involves assisting the EVP, VP of Sales, Directors, Manager of Health Systems & Oncology Support, Health Systems & Oncology Sales Team, Operations Team, Sales Specialists, and Medical Staff with routine functions to ensure client satisfaction and consistent management of records and materials. The individual in this role must collaborate effectively with supervisory personnel to foster a teamwork approach.
JOB RESPONSIBILITIES
ESSENTIAL FUNCTIONS:
- Respond to a minimum of 80 inbound and outbound inquiries (phone, email, or fax) per day and order modifications received per the request of our medical staff.
- Navigate efficiently through various LIS systems and have proficiency in Microsoft Office products (Outlook, TEAMS, OneNote, Excel, Word, and PowerPoint).
- Learn and apply knowledge of testing, operations, sales strategies, customer support philosophies, and general PathGroup processes.
- Handle routine transactions independently, make decisions, and resolve routine problems by working directly with management, sales representatives, medical team, operations team, and customers.
- Listen attentively and interact professionally with internal and external customers.
- Monitor customer support emails from sales, operations, medical staff, and clients; acknowledge the request promptly upon receipt and document the request in the appropriate internal systems.
Generate block procurement requests, follow up with outside facilities to achieve a 24- -48-hour procurement when possible, and document details in all appropriate internal systems.
- Process all client inquiries with status updates on all accessions, and follow up with the appropriate department to ensure correct information is provided to the customer.
- Process New Account submissions and Re-activations including Doctor adds, report delivery setup, and Web Result Review; monitor accounts monthly to ensure all information is up to date.
- Obtain and research Medical Record requests and follow up with the appropriate department; assist with all denials and pre-authorization and obtain any information that is needed.
- Act as a liaison between patients and billing for all oncology patient bill concerns.
- Support all hospitals, affiliated or non-affiliated.
- Schedule all customer pickups via FedEx or Transportation, document pickups in all systems, and notify the lab of incoming samples; follow up to ensure that all samples are received.
- Order supplies for customers or internal staff when needed
- Set up Physician to Physician calls as needed.
- Support PathGroup's mission, vision, goals and management decisions.
- Perform all job responsibilities in alignment with the industry's best security practices and regulatory guidelines to protect the confidentiality, integrity, and availability of protected health information and other sensitive company data.
- Must be familiar with and abide by the Corporate Compliance Program and all Corporate policies, including the Privacy and Security policies.
NON-ESSENTIAL FUNCTIONS:
- Work with other departments within PathGroup and subsidiaries.
- Nothing in the job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
- Other duties as assigned.
