Patient Access Representative

Headquartered in Brisbane, California, CareDx, Inc. is a leading precision medicine solutions company focused on the discovery, development, and commercialization of clinically differentiated, high-value healthcare solutions for transplant patients and caregivers. CareDx offers products, testing services and digital healthcare solutions along the pre- and post-transplant patient journey, and is the leading provider of genomics-based information for transplant patients.

We are seeking a Patient Access Representative to serve as liaison for the CLIA lab interacting with the laboratories and providers at transplant centers and clinics to provide support and problem resolution. The Patient Access representative will be part of a team of skilled individuals that troubleshoot internal and external pre-analytical issues. The Patient Access Representative will play a part in improving pre- and post- analytical processes to maintain a smooth and uninterrupted flow. Our customers include physicians, nurses, clinical laboratory personnel, other clinicians, patients and family, payers, CareDx field personnel, management, laboratory, and partners. You will be an integral part of our operations team and be responsible for participating in the day-to-day support team as the lifeline to our transplant centers and patients.

Responsibilities:

• Possess a wealth of cross functional knowledge including laboratory operations and external clinical
• Contact external medical centers/clinics and work with center personnel to ensure orders for patient tests are complete and interfaces with internal Laboratory accessioning team to ensure timely triage
• Ensures site wide protocol adherence from ordering to laboratory specimen handling
• Work with operations and laboratory leadership to align TAT goals by reducing holds
• Handling and resolving common requests, including (but not limited to) customer supply order entry, results and reporting, and technical questions in an accurate, timely manner
• Identify on-going service problems through trend analysis and proactively propose long-term solutions for root issues in conjunction with the operations leadership team
• Participate in daily departmental activities to meet workload demand including:
• Maintaining a database of customer accounts by adding new accounts and updating the records as information changes
• Supporting implementation of new center start ups
• Sending routine customer updates regarding product expiration, holiday schedules, etc., and monitoring responses to those update
• Conducts phone follow up with customers regarding test requisition information clarification and interfaces with laboratory team and field team to help resolve as needed
• Collaboration with RemoTraC teams and internal laboratory phlebotomists
• Collaborate with the laboratory staff, patient care managers, and other members of the team to expedite timely processing of samples and customer inquiries
• Maintaining compliance with all applicable laboratory regulations referenced in CareDx SOPs, including HIPAA, CLIA, FDA, etc
• Other duties as assigned

Qualifications:

• Knowledge of laboratory or clinical diagnostics industry operations with 1-3 years experience
• Customer service experience a must and laboratory experience preferred
• High level of energy and work ethic
• Results oriented with strong analytical capabilities
• Ability to thrive both independently and in a team environment
• Proven track record of performance in a fast-paced environment and organizational skills to manage priorities and meet deadlines
• Proficiency in reporting and data analytic tools like Excel, Salesforce.com
• Strong verbal and written communication skills, professionalism, attention to detail, courtesy, flexibility, and the ability to work independently to achieve desired results
• Skilled in Microsoft Office applications, Laboratory LIMS, and CRM.
• Excellent problem-solving skills, detail oriented with focus on quality and accuracy
• Be able to multi-task and switch priorities with ease
• Proven experience of managing customer expectations and product development updates
• Proven track record of working effectively in a collaborative, fast-paced, multi-tasking environment
• Bachelor's Degree Required.
• Willingness to be on-site 100% of the time during orientation, with decrease to 60% of the time. The position is located at our headquarters in Brisbane, CA

An important aspect of CareDx's culture is that we are passionate about what we do, and we are all willing roll up our sleeves to get the job done. We are looking for a Patient Access Representative who fits that expectation and who will prosper in our culture.

With products that are making a difference in the lives of transplant patients today and a promising pipeline for the future, it's an exciting time to be part of the CareDx team. Join us in partnering with transplant patients to transform our future together.

CareDx, Inc. is an Equal Opportunity Employer and participate in E-Verify program.

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