Account Liaison I
About the position At Caris, we understand that cancer is an ugly word—a word no one wants to hear, but one that connects us all. That’s why we’re not just transforming cancer care—we’re changing lives. We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: “What would I do if this patient were my mom?” That question drives everything we do. But our mission doesn’t stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare—driven by innovation, compassion, and purpose. Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins. Position Summary The Account Liaison position is responsible for obtaining the information required to begin Caris’s testing, assist with the specimen acquisition process, and communicating with clients throughout the Caris testing process. This position is assigned to support accounts/ territories and is responsible for helping build relationships with field teams and clients. Considerable independent judgment is required to carry out assignments that have a significant impact on the client experience.
Responsibilities
- Facilitates timely and accurately the resolution of 100 or more discrepancies per day.
- Quality check new case set-up with a quality average of 96% of better.
- As assigned by management, will be responsible for the service team distribution inbox, answer inbound calls and attach incoming docs to existing cases and the patient folder.
- Assist other team members with work as needed to ensure full completion of daily caseloads.
- Meets all deliverables and goals set by the department Vice President, Director and or supervisor.
- Meets all regulatory agency requirements as they pertain to job function.
- Maintains accurate and complete documentation in the client and patient records to continuously improve the customer service process and meet regulatory requirements.
- Provides support to the ACT team and Caris Labs for rapid resolution of client issues.
- Builds strong customer relationships through client focus, professional demeanor, reliability, and timely responsiveness.
- Responds to client emails, calls or fax inquiries regarding clinical data, referral tests, analysis, and test ordering requirements.
- Exercises problem-solving and analysis skills to rapidly solve specimen and case discrepancy issues.
- Analyzes testing information submitted via Caris requisitions and resolves discrepancies.
- Utilizes laboratory information system and customer relationship management software to enter, gather, and analyze data.
- Provides proactive communication to clients related to case concerns or issues.
- Evaluates client concerns, complaints, and trends to recommend changes to accommodate client needs.
- Responsible for individual tasks and projects as defined by management.
- Executes other activities as assigned by management.
Requirements
- High School diploma or equivalent required.
- 1-3 years of experience in a client services role where deductive reasoning is necessary and compelling evidence of related service skillsets is required.
- Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.
Nice-to-haves
- 1-3 years of experience working in a customer support environment preferred.
- 1-3 years Laboratory experience.
- Bachelor’s degree preferred.
- 1-3 years of experience in a physician office environment, hospital environment or other patient healthcare setting highly preferred.
- Proficiency in healthcare and medical terminology required.
- Knowledge of HIPAA provisions and importance of privacy of patient data.
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