Associate Clinical Experience Analyst - Customer Service Representative

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

This role delivers clinical expertise and operational support, ensuring accurate handling of medical inquiries and process escalations. It combines training development, cross-functional collaboration, and data-driven analysis to improve workflows and enhance customer experience. This role will be in support of our rare disease customer facing team for Prevention Genetics.

Essential Duties

Include but are not limited to the following:

* Acts as a clinical liaison for both internal and external customers, addressing elevated inquiries.

* Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio.

* Provides product-specific clinical training, including content creation and collaboration with training teams.

* Collaborates with laboratory and pathology teams to ensure accurate case resolution and process improvements.

* Monitors metrics for clinical inquiries and elevations, and identifies trends for corrective and preventative actions.

* Investigates escalations to identify process gaps and recommends retraining or workflow adjustments.

* Documents all information according to standard operating procedures.

Minimum Qualifications

* Bachelor's Degree in a field related to essential duties; or Associates Degree and 2 years of relevant experience.; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.

* 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 weekdays, nights and/or weekends and overtime as needed.

Shift

Hours:

10:30 AM - 7:00 PM CST

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Salary Range:

$48,000.00 - $85,000.00

The annual base salary shown is for this position located in US - WI - Marshfield 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. Learn more about our benefits.

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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