Associate Clinical Experience Analyst
Position Overview
The Associate Clinical Experience Analyst 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 PreventionGenetics.
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 Biology or a related field to essential duties; or Associates Degree and with 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.