Patient Services Coordinator (Remote)

Myome

Myome

Customer Service
Remote
Posted on Wednesday, June 26, 2024

About MyOme

MyOme's mission is to provide clinically-actionable genetic information to patients throughout their lives. To achieve this goal, we combine clinical-grade sequencing, advanced methods for genome interpretation, and easy portals for doctors and patients to order tests and access results. We firmly believe that patients own their data, and we empower them to share that data however they choose. We are led by seasoned entrepreneurs and scientists, and backed by an elite group of investors.

Job Description

Do you thrive in a fast-paced, collaborative environment where your ideas, expertise and experience can shape the future?

In this foundational customer support role, you'll report directly to the Head of Patient & Customer Experience, becoming a vital member of our fast-growing team. You'll be the frontline point of contact for patients and healthcare providers, ensuring exceptional service throughout the patient and provider journey. This role offers the unique opportunity to help establish best practices, create workflows and define SOPs in support of MyOme’s long term success.

We foster a positive and collaborative culture where your problem-solving skills and self-starting nature will flourish. If you're ready to make a real impact on patient care through innovative genomic solutions, MyOme is the place for you!

Responsibilities

  • Thrive in a dynamic environment as MyOme’s front-line point of contact – fostering relationships with providers and delivering world-class service to patients.

  • Be well-versed in all MyOme products, processes, and policies in order to respond accurately to customer inquiries over the phone or email

  • Expertly support customers during the entire order to report process from sending collection kits and arranging phlebotomy draws, to updating ordering clinicians about the status of their order.

  • Escalate complex issues to designated channels to ensure a seamless patient and customer experience as needed, demonstrating a sense of urgency and a commitment to finding solutions.

  • Collaborate with internal teams to develop and refine standard operating procedures (SOPs) that optimize efficiency, compliance, and customer service excellence.

  • The individual will be expected to work cross-functionally in partnership with Customer Success, Sales, Clinical Affairs, Clinical Operations, Engineering, Marketing and Compliance.

Skills and Experience

  • 10+ years of work experience on the front lines in relevant customer-facing functions, including: customer/client success, customer support and/or sales.

  • Bachelor's degree in relevant concentration preferred but not required.

  • Industry Expert: Experience supporting genomics/genetics clinical experts affiliated with academic medical institutions and large healthcare organizations.

  • Proven Performer: Your track record speaks for itself! Demonstrate a consistent history of exceeding expectations with strong peer and manager references to solidify your qualifications.

  • Leadership experience or the aspiration to lead, coach and manage change is an absolute must.

  • Advanced Communication Skills: You possess exceptional verbal and written communication skills, effortlessly explaining complex genetic testing information clearly and concisely to healthcare providers and patients.

  • Champion & Advocate: Your high level of emotional intelligence allows you to build rapport with clients, demonstrating exceptional customer empathy and active listening skills.

  • Data-Driven Problem Solver: You leverage data insights to identify opportunities for improvement, employing a problem-solving approach with a "default aggressive" mentality that prioritizes action and results.

  • Process Optimizer: You thrive in a dynamic environment, utilizing excellent organizational and multitasking skills to navigate complex workflows.

  • Tech-Savvy & Collaborative: You're a pro at Google Apps, Mac OS X, and CRM applications like ZenDesk, Hubspot and Salesforce, leveraging technology to streamline collaboration and client service.

  • Innovation Catalyst: Curiosity and a knack for exploratory thinking fuel your desire to find creative solutions and refine existing processes.

Location, Compensation, and Benefits

Location: Remote

Compensation: 70K-110K/year depending on experience; equity; and the following benefits:

  • Company-paid health/vision/dental benefits
  • 401K and equity option
  • Company-sponsored meals and snacks
  • Commuter benefits and shuttles to train stations
  • Vacations and generous sick time

Diversity, Inclusion, and Equal Opportunity

MyOme needs people of diverse backgrounds in order to build healthcare that serves diverse patients. Diversity includes all of the dimensions of a person's being, not just race, gender identity, age, disability status, veteran status, sexual orientation, or religion. Our employees are people with different strengths, experiences and backgrounds, and who share a passion for improving people's lives and lifting up those around them. All of our employee’s points of view are key to our success, and fostering inclusion is an expectation of all of our employees. MyOme is an Equal Opportunity Employer.

Why Work at MyOme?

Come work with us, but only if you:

  • Like to work with incredibly passionate people that aspire to change the way people engage with their health at a genetic level
  • Like to be challenged daily by the work but also people that are smart and leaders in their respective functions
  • Are comfortable with the early-stage nature of companies including the ambiguity that comes with it
  • Enjoy challenging tasks that will push you to your limits but also help you grow along with the company
  • Like competitive compensation, including equity in a company backed by world-class investors and led by an experienced team that have previously formed several successful companies
  • Enjoy unlimited PTO, health, dental and vision benefits

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