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 Bilingual Customer Care Specialist will provide world class service to health care providers, patients, and the general public. The Bilingual Customer Care Specialist will answer incoming calls in both Spanish and English as well as place outbound calls, as needed. The Bilingual Customer Care Specialist may also be responsible for managing inbound calls as a member of the revenue cycle call team.

Bilingual in English and Spanish is required for this position.

The schedule will be Monday - Friday, 1:30pm - 10pm

Essential Duties

Include, but are not limited to, the following:

Answer and respond to incoming calls in English and Spanish, as well as other inbound forums.Place outbound calls in English and Spanish in the support of the testing process, as needed.Translate English to Spanish and Spanish to English written and verbal communications.Receive escalated calls from patients, providers, or insurance payers related to client accounts.Provide customers with product and service information and route contacts to the appropriate resources.Document all information according to standard operating procedures (SOPs).Recommend changes to ensure high quality customer service.Stay current with the relevant guidelines and policies for medical devices, such as Health Insurance Portability and Accountability (HIPPA) and medical device reporting systems.Ensure compliance with all company quality procedures and guidelines; including, but not limited to, quality policy and code of business conduct and ethics.Perform all job duties according to contact center policies and procedures in a timely and productive manner.Ability to act in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and other clients.Ability to work in a team environment and adapt to changing workload and circumstances effectively.Ability to respond to new information quickly.Ability to stay focused on a task.Ability to work independently.Ability to meet standards for production and accuracy within 3 months of start date in role.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 nights and/or weekends.Ability to work overtime, as needed.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 use a telephone through a headset.Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.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

High School Diploma or General Education Degree (GED).2+ years of experience in customer service.Bilingual in both Spanish and English.Demonstrated ability to provide exceptional customer experience in an inbound or outbound contact center in the healthcare industry.Demonstrated strong knowledge of customer service principles and practices.Basic computer skills to include internet navigation and email usage.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

Experience working in a laboratory environment.Knowledge of contact center telephony and technology.Demonstrated ability to take initiative and willingness to continuously improve processes.#LI-AN1

Salary Range:

$35,000.00 - $56,000.00

 

The annual base salary shown is for this position located in US - WI - Madison on a full-time basis and may differ by hiring location. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.

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.

Not ready to apply? Join our talent community and stay up to date on what’s new at Exact Sciences.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company’s affirmative action program.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.