The Customer Support Manager is the initial contact person for physicians, patients, and insurance companies and must be able to communicate clearly and in a polite, friendly, and professional manner. The employee demonstrates to customers the additional value from Centogene services and genetic diagnostics.

Primary Job Responsibilities:

• Handle all incoming inquiries by phone and email in a timely manner
• Triage phone calls and emails to the appropriate staff
• Accurately update patient information across multiple platforms using established protocols
  
• Communicate with patients and doctors regarding tests ordered and collect the required information                                                                
• Proactively communicate with providers to notify them of TAT delays and obtain clarification of order details or missing information.
• Work with verification of benefits provider to ensure timely lab test pricing for patients
• Review verification of benefits and discuss Centogene Assistance Program (if applicable) with patients
  

• Interact as the main interface in the company for reimbursement with billing and accounts receivable in the verification of insurance benefits process
  
• Follow up with patients to return specimen collection kits
  
• Schedule blood draws through our phlebotomy service provider
  
• Collaborate closely with the logistics coordinator, laboratory, and clinical data management team
  
• Work on Document sample/case-related information in LIMS system
  
• Review and update relevant SOPs
  
• Identify areas of process improvement and assist in implementing solutions
  
• Provide inside sales support to the Sales Management team as necessary
  
• Assist in training and mentoring new hire Customer Support Manager

Job Qualifications:

• Minimum of 3 years of work experience in a health care or life sciences customer support role
• Bachelor’s Degree Preferred
• Knowledge of LIMS and CRM systems is an advantage
  
• Basic knowledge of HIPAA regulations
  

• Proficient MS-Office skills (especially Excel, Outlook, and Teams)
  
• Excellent written and verbal communication skills
  

• Must be able to work in a structured, analytical, accurate, and organized way
  

• Strong organizational, time management, and problem-solving skills
  
• Capable of Thriving in a fast-paced and changing environment
  
• Must be able to multi-task in a fast-paced environment and manage deadlines
  
• Ability to prioritize, handle multiple tasks, and manage deadlines
  
• Ability to independently identify, research and use judgment to resolve the issue
  
• A decisive individual who possesses a detail-oriented perspective
  
• Open to learning and working on new program and software application
  

Physical Activities & Demands:

• Manual dexterity and sitting are required in carrying out position own position responsibilities (i.e. use of a personal computer).
• Ability to efficiently operate all job-related office equipment.
• Ability to communicate via telephone and work in virtual teams.
• Ability to work in a dynamic environment.
• Ability to work in a traditional professional office setting or remote equivalent.
• Other job duties as assigned

Location: Remote, USA

Equal Employment Opportunity Statement: CENTOGENE is committed to creating a Diverse, Equal, and Inclusive environment and is proud to be an equal opportunity employer. CENTOGENE is committed to a policy of nondiscrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religious creed, national origin, sex, age, disability, veteran status, marital status, or sexual orientation.