Client Service Support
On Demand
Posted on 3/20/2023

1,001-5,000 employees

Genetic testing medical care company
Company Overview
Invitae believes that good health is possible—and that genetic information has the ability to transform the way medicine is practiced, making what once seemed impossible possible, as they empower people to make decisions about their health through the power of genetics.
San Francisco, CA, USA
Experience Level
Desired Skills
Sales & Account Management
  • 2+ years experience in a client-facing role, working for a company that is “customer obsessed”
  • Exceptional verbal and written communication skills
  • Excellent organizational and multi-tasking capabilities in order to effectively handle heavy inbound call and email volume
  • High level of customer empathy with active listening skills
  • Enjoys problem-solving in a dynamic and rapidly changing environment
  • Bilingual a plus, but not a requirement
  • Experience using Google Apps, Mac OS X, and CRM applications such as Salesforce
  • This can be a remote position
  • Be well-versed in all Invitae products, processes, and policies in order to effectively solve client inquiries and complaints over the phone or via email
  • Spend approximately 75% of the day answering inbound phone calls from healthcare professionals, patients, and prospective customers
  • Identify client's needs, clarify information, research every issue, and provide solutions and/or alternatives to achieve client satisfaction
  • Maintain clear records of client interactions, detailing the inquiry or complaint, as well as actions taken
  • Primary point of contact and advocate for all patients getting tested with Invitae
  • Initiate proactive follow up with internal and external clients
  • Adopt a mindset of continuous process improvements that will enhance client satisfaction
  • Take part in training and other learning opportunities to expand knowledge
  • Ensure HIPAA, confidentiality and compliance policies, procedures and standards are adhered to
Desired Qualifications
  • Industry experience in biotech, life sciences, and/or health care is a plus
  • Experience taking a high-volume of inbound calls and/or chats is a plus