Provider Relations Representative

• Follow up with medical office personnel to obtain missing and/or deficient test order information.
• Whenever there are interactions with customers, strive to always provide an excellent customer experience.
• Maintain customer logistics both reactively and proactively.
• Maintain all departmental call and deficiency resolution metric goals.
• Assess laboratory requisitions and all accompanying documents to determine the most efficient and least intrusive strategy for resolving test order deficiencies.
• Responsible for sending faxes and placing outbound phone calls to medical personnel for the purpose of obtaining missing information that is critical for the processing of laboratory test orders.
• Record all test order updates in LIMS in compliance with regulatory requirements and establish internal procedures for data management.
• Assist in coordinating a draw lab for patients and clients via our TelAVISE Program. This includes ensuring necessary supplies are made available and all documents are complete and correct
• Endorse established rules of business email etiquette.
• Approve, update, edit and create records in CRM customer database. Document all changes and deactivations with great diligence.
• Accurately reconcile monthly invoices with vendor partners.
• Speak with internal and external customers in a courteous, friendly and professional manner.
• Demonstrate a fundamental understanding of the preanalytical requirements for AVISE testing. This includes a working knowledge of the specimen collection procedure, sample preparation, logistics and viability requirements for testing.
• Adhere to HIPAA Privacy Rule provisioning and professional code of conduct as outlined in the Exagen Employee Handbook.

• High school diploma is required. Bachelor’s degree or some postsecondary education in biotechnology, healthcare or other scientific discipline is beneficial but not a requirement for consideration.
• Ability to work Monday to Friday (full time, 5:00 AM - 1:30 PM) and requires the ability to work a flexible schedule and overtime hours as needed.
• 1-3 years’ experience in a customer facing role, preferably within the biotech industry or commercial laboratory environment -OR- equivalent education.
• Working knowledge of Microsoft Office Suite: Word, Excel (navigation, filtering and sorting is sufficient) and Outlook.
• Strong preference for candidates with prior experience using a CRM system and/or LIS.
• Familiarity with domestic shipping guidelines, package tracking and time in transit is a plus.

• Must be meticulous and detail oriented with strong recordkeeping skills.
• Able to manage competing priorities with great efficiency.
• Excellent written and verbal communication skills.
• Attention to detail. Attention to detail. Attention to detail. Work must be performed with diligence and a high degree of accuracy.
• Self-starter capable of solving complex problems with a great deal of autonomy.
• Demonstrate a strong work ethic, willingness to learn and ability to adapt to change.

Exagen Inc.