Sr. Customer Care Experience Advisor

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At Exact Sciences, we're helpingchange 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 Sr. Customer Care Experience Advisor is responsible for driving the successful use of technology and positive agent experience across Customer Care. A focus on continuous operational workflow improvement and close collaboration with internal and external teams is required to drive positive outcomes and enhancements of software that are essential for the success of our agents and clients.

Before the implementation of any new system release, program, initiative, and onboarding of new products within Customer Care, this role will provide project management support to ensure resource, process and workflow impacts are appropriately accounted for. The Sr. Customer Care Experience Advisor will anticipate roadblocks and challenges to proactively strategize a plan to mitigate risks and ensure operational workflows are optimized and automated to enhance customer experience.

Essential Duties

Include but are not limited to the following:

• Coordinate system and application upgrades/project scope definition, resource management, and timeline planning to achieve a high level of performance and quality in delivering upgrades/projects that provide exceptional business value.
• Communicate effectively and represent business needs as a liaison along with the other Customer Care management and leadership teams, for external department collaborations (ex. Training, Epic Analysts and Project Managers, Customer Experience, etc.) that may impact new programs/projects, initiatives and/or system releases.
• Proactive approach to identify areas for technological efficiencies to enhance user and customer experience.
• Work as a liaison with Operations Improvement when gaps are identified in operational workflows to share potential technology options to remedy or close the gaps.
• Maintain STEM and ServiceNow requests to assure ticket resolution.
• Work in collaboration with Business Systems Manager for Five9 & Calabrio on system related gaps and potential enhanced functionality.
• Support the onboarding of new products.
• Act as project lead and take accountability for the project's success and goals.
• Contribute independent thought to tactical planning and execution efficiencies.
• Function predominantly as an individual contributor but also function in a team environment.
• Collaborate and participate in user feedback committee to ensure business impacts are captured for user requests.
• Design, manage, and track milestones and timelines related to integration of systems, platforms, and applications.
• Utilize and apply Lean Six Sigma methodology in all aspects of the role.
• Strong analytical and multitasking skills demonstrated daily within a fast paced, time sensitive environment.
• Conflict resolution oriented and highly effective at overcoming obstacles.
• Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.
• Excellent team player with the ability to incorporate manager and customer insight into best practices.
• Professional telephone manner as proven through excellent listening and soft skills.
• 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.
• Regular and reliable attendance.
• Ability to lift up to 20 pounds for approximately 5% of a typical working day.
• Ability to work seated for approximately 50% of a typical working day. Ability to work standing for approximately 50% of a typical working day.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 100% of a typical working day.

Minimum Qualifications

• Bachelor's degree in business administration or related field; or high school degree/general education diploma and 4 years of relevant experience in lieu of Bachelor's degree.
• 2+ years of experience working with Epic software or related systems and applications.
• In-depth understanding of clinical data and ability to convey sales and marketing messaging.
• Strong knowledge of customer service practices and principles.
• Proficient in Microsoft Office to include Excel and customer service systems.
• Superb follow-through skills and relationship management required.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Epic certification.
• Lean Six Sigma certification.

Salary Range:

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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