Customer Care Associate

Help us change lives

At Exact Sciences, we're helpingchange 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 Care Associate provides world-class service to health care providers, patients, and public. This role will primarily receive inbound calls and place outbound calls to the health care providers, patients, and other clients.

Location: This role can be onsite at our 1 Exact Lane location in Madison, WI or remote within Wisconsin.

Shift Schedule: Multiple first and second shifts available, Sunday through Saturday, with either a 4-day, 10-hour schedule or a 5-day, 8-hour schedule.

Training Schedule:For the first 5 weeks in the role, training will be Monday - Friday with the regular hours of 8:00am - 4:30pm.

Essential Duties

Include, but are not limited to, the following:

• Answer and respond to incoming calls and other inbound contacts.
• Place outbound calls to follow up with patients, providers, and other clients.
• Receive escalated calls from patients, providers, or insurance payers related to client accounts.
• Provide customers with product and service information and route contacts to the appropriate resources.
• Document all information according to standard operating procedures (SOPs).
• Recommend changes to ensure high quality customer service.
• Stay current with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.).
• Ensure compliance with all company quality procedures and guidelines; including, but not limited to, the Quality Policy and the Code of Business Conduct and Ethics.
• Ability to perform all job duties according to contact center policies and procedures in a timely and productive manner.
• Ability to act in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and other clients.
• Apply excellent verbal and written English communication skills.
• Ability to apply knowledge of customer service principles and practices.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly.
• Ability to stay focused on a task and work independently.
• Ability to meet standards for production and accuracy within 3 months of start date in role.
• 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.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to report to work on time and follow attendance guidelines.
• Ability to work overtime as needed,
• Ability to work designated schedule.
• Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to listen and speak on the telephone and write 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.
• You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.

Minimum Qualifications

• High School Diploma or General Education Degree (GED).
• 2+ years of customer service experience with demonstrated exceptional customer experience.
• 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

• Some college course work.
• Experience in an inbound/outbound contact center in the healthcare industry.
• Previous work in a laboratory environment.
• Knowledge of contact center telephony and technology.
• Demonstrated ability to initiate and willingness to continuously improve processes.

Salary Range:

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 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.