Client Services Associate at SAGA Diagnostics, Inc. – Morrisville, North Carolina

SAGA Diagnostics is a personalized cancer diagnostics and disease monitoring company focused on molecular genetic analysis of circulating tumor DNA (ctDNA). The company’s mission is to improve precision cancer medicine, provide more accurate treatment monitoring, and improve patient survival using minimally-invasive liquid biopsy cancer testing services. SAGA’s proprietary tests can help patients, oncologists, and drug developers detect actionable mutations, stratify patient groups, and monitor treatment response, residual disease, and disease recurrence at unprecedented sensitivity and scale.

SAGA Diagnostics is seeking a dedicated and passionate Client Services Associate (CSA) to join our growing team. In this role, you will provide exceptional support to our customers, the SAGA Clinical Laboratory, and our Sales Representatives. You’ll be the first point of contact for clients, ensuring smooth communication, accurate information, and timely resolution of issues.

The CSA will possess the ability to communicate professionally and effectively with all individuals, including external customers and internal SAGA personnel. You excel in a working environment that is fast paced, requires multi-tasking, includes problem solving and immediate responsiveness.

We are building a world-class Client Services team committed to delivering A+ service. If you thrive in a fast-paced environment, multi-tasking, and enjoy problem-solving we’d love to hear from you.

Responsibilities

• Handle inbound calls from oncologists, patients, vendors, and clinical staff
• Set up accounts and client information in Salesforce.com
• Educate clients on ordering processes and specimen requirements
• Coordinate kit orders and shipments to clients
• Work with clients to resolve missing or ambiguous test order data
• Provide updates on testing status, including delays
• Partner with Sales for onboarding and maintaining new clients
• Identify and escalate potential issues to minimize impact on clients and patients
• Create and resolve case records in Salesforce.com (including HIPAA-protected patient information)
• Maintain professional relationships with colleagues across departments
• Support data entry and quality control efforts
• Ensure compliance with SAGA SOPs, CLIA, CAP, and HIPAA regulations
• Assist Sales and Marketing with client recruitment and retention initiatives
• Contribute to special projects as assigned
  
  

Requirements

• 1+ year(s) experience Client Services/Customer Support or a similar role
• Background in Healthcare, Biotechnology, or Start Ups is a plus
• Experience in handling confidential PHI with discretion and maintaining confidentiality
• Proficiency in MS Office (Word, Excel, PowerPoint, Teams)
• Experience in Salesforce.com or similar CRM software
• Self-starter with excellent customer oriented phone manners
• Exceptional organizational skills and proven success in team environments
• Strong written/verbal communication skills and a proactive mindset
• You are comfortable navigating evolving processes and recommending solutions.
• You excel in a fast-paced environment and bring professionalism, patience, and empathy to every client interaction.
• The shift for this role is 9 AM to 6 PM or 10 AM to 7 PM EST.
  
  

Benefits

• Competitive Compensation and company wide benefits plan
• Opportunities for career advancement and professional development.
• A collaborative and innovative work environment dedicated to improving oncology outcomes.

SAGA Diagnostics is an equal opportunity employer, fully committed to achieving a diverse and inclusive workplace that embraces and encourages applicants of every background. The company’s policy regarding equal employment opportunity means that all decisions regarding recruitment, hiring, benefits, wage and salary administration, scheduling, disciplinary action and termination will be made without unlawful discrimination on the basis of sex, gender, race, color, age, national origin, religion, disability, medical condition, genetic information, marital status, sexual orientation, gender identity or expression, citizenship status, pregnancy or maternity, veteran status, or any other status protected by applicable federal, state or local law. If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to hr@sagadiagnostics.com. SAGA Diagnostics is a participant in the E-Verify program, learn more about the program and review our required disclosures here and here.