Clinical Oncology Support Specialist

Help Us Change Lives

At Exact Sciences, we're helping change how the world prevents, detects, and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

The Clinical Oncology Support Specialist will optimize patient and provider experiences across all user touch points with Exact Science, both pre- and post- test completion. The Clinical Oncology Support Specialist will report to Regional Manager and partner with assigned sales team members to ensure customers (providers and patients) needs are met with regard to clinical workflow, specimen retrieval / shipment, and all test processes in order to improve patient outcomes. Building and maintaining strong internal and external relationships are critical to support customer growth and retention.

This position is field based / remote.

Essential Duties

Include, but are not limited to, the following :

• Proactively monitor patient testing and sample journeys to identify and address potential issues that could impact timely care.
• Serve as a knowledgeable resource on Exact Sciences Oncology products, processes, and tools for test order management, sample logistics, and billing inquiries.
• Support with onboarding and ongoing education for clinical staff, with a focus on ESPH portal training, ordering workflows, and best practices to ensure successful test utilization.
• Support with troubleshooting onboarding and issues that may arise for customers.
• Collaborate with cross-functional teams, including sales, billing, customer care, and logistics, to resolve issues and ensure a seamless customer experience.
• Track and analyze key performance indicators (KPIs) related to patient retention, order fulfillment, and service quality to inform strategic improvements.
• Collect and share customer feedback to drive continuous improvement across products, services, and internal processes.
• Monitor orders for completion, focused on any order greater than 4 days not SNR (specimen not received) or Order not completed. (TNS, etc)
• Partner with revenue cycle team to resolve Prior Authorization and billing issues to get the order released to providers as quickly as possible
• Cover provider in service meetings virtually, as needed.
• Set up appointments for sales team members as needed.
• Ability to cover all aspects of customer service and support, including staff onboarding, portal account setup and training, sample status / tracking, billing questions, kit shipments, etc.
• Ability to resolve needs of internal and external customers in expeditious and responsive manner, ensuring strong communication throughout the process.
• Ability to approach business strategically while executing on tactical needs
• Ability to drive creative and compliant solutions while operating in ambiguous and complex situations.
• Ability to analyze business trends, evaluate gaps and opportunities for growth.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company's Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to work designated schedule.
• Ability to work on a mobile device, tablet, or in front of a computer screen and / or perform typing for approximately 90% of a typical working day.
• Ability to work on a computer and phone simultaneously.
• Ability to travel 10% of working time away from work location, may include overnight / weekend travel.
• You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher. Exact Sciences will make a reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.

Minimum Qualifications

Preferred Qualifications

Salary Range : $74,000.00 - $122,000.00 The annual base salary shown is for this position located in US - WI - Madison on a full-time basis. In addition, this position is bonus eligible.

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

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