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Customer Operations Representative

Tempus

Tempus

Customer Service, Operations
Remote
Posted on Thursday, March 28, 2024

Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.

We are looking for a Customer Operations Representative who will be responsible for resolving order related issues, obtain business critical information from care teams, and provide ongoing service/support to ensure customer experience with Tempus is seamless as business and offerings evolve. Customer Operations Representatives are responsible for delivering an exceptional customer experience, building deep relationships with customers, and driving customer retention and re-order rate.

What you'll do

  • Serve as a critical touchpoint between Tempus & our provider and care team customers while demonstrating a positive and professional image through phone and email communications
  • Successfully manage high volume of client-facing interactions and establish strong, sustainable rapport
  • Conduct strategic outreach with high frequency to ensure customers are educated on Tempus, understand Tempus products, services and processes; and have the supplies and information needed to successfully order tests, interpret results and leverage Tempus services to support best in class patient care
  • Inform customers of information missing, but necessary to process a Tempus test and obtain information as quickly as possible to expedite processing
  • Follow-up with customers to obtain information related to patient progress and outcomes to help build insights along the continuum of care
  • Work with customers to triage order issues, both on a one-off basis and if Tempus notices any repeated trends
  • Document all communication and maintain a database of client information in SFDC
  • Use proactive problem solving skills to create and offer solutions to customers of varied complexity
  • Follow all team SOP’s and document and/or escalate any deviations
  • Work across the Customer Success team and cross-functionally to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time
  • Maintain frequent contact with sales and other externally facing teams to ensure customer engagement efforts are aligned
  • Provide relevant updates to internal teams in CS, Sales, CommOps, etc.

Required Knowledge and Skills

  • 4 year college degree preferred.
  • Exceptional customer service skills and strong interpersonal skills.
  • Ability to communicate effectively with patients by telephone and email.
  • Ability to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner.
  • Highly organized and systematic, superb attention to detail and ability to complete tasks with a high degree of accuracy.
  • Show initiative and ability to work as part of a high-level team while working independently on mission-critical tasks.
  • Proven ability to learn new skills quickly and adapt to new processes smoothly.
  • General office equipment and software knowledge and computer proficiency.
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We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.