Clinical Customer Service Representative

Clinical Customer Service Representative

Join our dynamic team at Oxford BioDynamics as a Clinical Customer Service Representative at our US premises in Frederick, Maryland, and contribute to our mission of "innovation saving lives."

We are a global biotechnology company, advancing personalized healthcare by developing and commercializing precision clinical diagnostic tests for life-changing diseases. Our tests are based on OBD's proprietary 3D genomic biomarker platform, EpiSwitch® which enables screening, evaluation, validation and monitoring of biomarkers to diagnose patients or determine how individuals might respond to a disease or treatment.

Currently OBD has two commercially available products: the EpiSwitch® PSE (Prostate Cancer Detection) blood test and EpiSwitch® CiRT (cancer immunotherapy response) blood test.

The Group's US operations and clinical laboratory are in Frederick, Maryland. Our headquarters and UK laboratories are in Oxford, UK, and we have a reference laboratory in Penang, Malaysia.

The Clinical Customer Service Representative serves as a liaison between ordering physicians and testing laboratories to facilitate clinical testing services. This includes monitoring progress of assigned clinical orders and responding to ordering physician inquiries with the mission of providing superior customer service.

Key responsibilities include:

• Oversee progress of assigned clinical test orders and support clinical testing services in U.S. laboratories.
• Facilitate communication with ordering physicians and provide materials and logistical information required for submission of patient samples.
• Establish relationships with ordering physician centers' personnel, facilitate patient sample submission, monitor testing and reporting process.
• Communicate processes with prospective ordering physicians to support U.S. commercial team in customer education.
• Facilitate discussions between ordering physicians, internal teams, and consulting physicians as needed.
• Address customer inquiries and order status with possible solutions in a timely manner.
• Develop and maintain good working relationships using advanced communication skills with vendors and partners of OBD.

Support continuous improvements to customer-facing and internal administrative processes to enable advancement of OBD clinical services:

• Provide input on the documentation of customer-facing materials to support the launch of new technologies and tests, as needed.
• Communicate feedback regarding improvements to internal systems used for clinical order management.
• Support the Director of Clinical Customer Service with tasks related to kit vendor and mobile phlebotomy vendor management.
• Assist with development and revision of training material for Clinical Customer Service staff.

Support US Clinical Operations Team:

• Assist with insurance/Medicare submissions as needed.
• Support the COO and VP of Clinical Operations as required.

Qualifications and experience include:

• BA/BS Degree in Life Sciences, preferred.
• 4+ years in customer-facing, technical support, and/or consultative roles.
• At least 2 years' experience in supporting sophisticated and diverse customer base.
• At least 2 years' experience in a services organization and preferably in a clinical testing laboratory or clinical research organization.
• Able to demonstrate professional etiquette, courtesy and ability to build strong relationships.
• A track record of successfully handling escalated customer interactions.
• Highly organized, exceptional attention to detail, and proficient with multi-tasking.
• This role requires self-direction and proactive collaboration to ensure a superior customer experience with OBD clinical products and the company as whole.
• Ability to speak Spanish is preferred.

We offer an exciting, collaborative culture and a salary of between $53,000 and $61,000 gross per year. We also offer health, dental, vision, 401(k) as well as holidays and vacation.