Clinical Customer Service Representative

Oxford Biodynamics; Oxford; On-site; GBP 30,000 - 50,000; Full time

Job description

Clinical Customer Service Representative

UK work eligibility required.

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

Company Overview:

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) and EpiSwitch CiRT (cancer immunotherapy response) blood tests. The Group's headquarters and UK laboratories are at Oxford, with additional US operations in Maryland, USA, along with a reference laboratory in Penang, Malaysia.

Role Overview:

As a Clinical Customer Service Representative, your role is to facilitate clinical testing services by acting as a liaison between physicians ordering OBD tests and our testing laboratories. This includes monitoring the progress of assigned clinical orders and responding to inquiries with the mission of providing superior customer service.

Key Responsibilities:

1. Establish relationships with ordering physician centres' personnel, facilitate patient sample submission, monitor testing and reporting process, resolving their billing queries as quickly and efficiently as possible.
2. Communicate processes with prospective ordering physicians to support UK commercial team in customer education.
3. Facilitate communication with ordering physicians and provide materials and logistical information required for submission of patient samples within the Order Management System.
4. Facilitate discussions between ordering physicians, internal teams, and consulting physicians as needed.
5. Address customer inquiries and order status with possible solutions in a timely manner.
6. Develop and maintain good working relationships using advanced communication skills with vendors and partners of OBD.
7. Provide input on the documentation of customer-facing materials to support the launch of new technologies and tests, as needed.
8. Communicate feedback regarding improvements to internal systems used for clinical order management.
9. Communicate tasks related to kit inventory and shipping vendor management with Operational staff as required.
10. Assist with development and revision of training material for Clinical Customer Service staff.
11. Assist with insurance company submissions as needed.
12. Support the Director of Operations, Director of Clinical Customer Service and Sr. Director Commercial & Marketing Communications as required.

Qualifications and Experience:

1. GCSE and or A levels (or equivalent), BA/BS Degree in Life Sciences preferred.
2. Typically 4+ years in customer-facing, technical support, and/or consultative roles.
3. Demonstrable experience (typically at least 2 years) in supporting sophisticated and diverse customer base.
4. Demonstrable experience (typically at least 2 years) in a services organization and preferably in a clinical testing laboratory or clinical research organization.
5. Knowledge of ISO 13485 and ISO 15189 would be an advantage.
6. Confident user of computer systems and standard IT packages including MS Office. Experience with order management software is preferred.

Skills:

1. Reliable and able to work independently.
2. Highly organized, exceptional attention to detail, and proficient with multi-tasking.
3. Quick learner who can adapt well to new challenges.
4. Strong communication skills and a positive, flexible, proactive approach.
5. Demonstrates professional etiquette, courtesy, and strong relationship building skills.
6. Track record of successfully handling escalated customer interactions.
7. This role requires self-direction and proactive collaboration to ensure a superior customer experience with OBD clinical products and the company as a whole.

We offer an exciting, collaborative culture with competitive salary and benefits.