Clinical Support Specialist supporting patients in utilizing MedRhythms' innovative neurotherapeutics device and ensuring seamless onboarding. Engaging with caregivers and resolving inquiries effectively while maintaining high standards.
About the role
- Customer Service Specialist responsible for high customer satisfaction and seamless experience at Diagnexia. Collaborating with various teams to improve services and resolve issues promptly.
Responsibilities
- Act as the primary point of contact for customer inquiries and complaints, working to resolve customer issues promptly and efficiently.
- Build and maintain strong relationships with key stakeholders in UK sites, including clinical and IT personnel, ensuring that customer needs are met and exceeded.
- Collaborate with cross-functional teams, such as sales, product, and technical support, to ensure a seamless customer experience.
- Monitor customer feedback and develop strategies to improve customer satisfaction and loyalty.
- Develop and implement customer service policies and procedures to ensure consistency and quality of service.
- Analyze customer data and feedback to identify trends and potential improvements.
- Participate in regular training of sites and provision of demonstrations of the software, partaking in site development activities to stay up-to-date on product releases and to consistently offer a high level of customer service.
- Contribute to the development of marketing and promotional strategies for the UK as needed.
- Monitor all cases received by Diagnexia UK to ensure timely processing and documentation.
- Register and maintain referring clinician and patient information for each case.
- Perform quality assurance checks on samples and data transcription.
- Track, document, and escalate technical issues appropriately.
- Maintain accurate records in compliance with GDPR, CQC, and all data protection protocols.
- Ensure health and safety requirements are followed at all times.
- Provide guidance and support to colleagues and junior team members where required.
- Contribute to continuous improvement initiatives and operational excellence across the UK service team.
Requirements
- Degree in a scientific field
- Knowledge in the digital pathology field would be a distinct advantage
- Strong experience in data management and analysis
- Proven experience in a customer service role
- Ability to work tactically and respond dynamically to any troubleshooting requirements.
- Experienced user of Excel with proficiency in the use of MS Office tools
- Proficient numerical ability to record, interpret and analyze data
- Excellent understanding of clerical principles, such as proper organization of important documents
- Superb decision-making and critical thinking skills
- Experience with GLP regulations or software will be ‘a distinct advantage’.
Benefits
- Competitive salary with performance based annual increments.
- Healthcare benefits
- Competitive annual leave
- A true sense of meaning in your work by contributing to better patient outcomes.
- The opportunity to work alongside a world-class high performing team in a hyper-growth startup environment.
- A chance to work on exciting,challenging and unique projects.
- Regular performance feedback and significant career growth opportunities.
- A highly collaborative and supportive multi cultural team.
Job title
Job type
Experience level
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Degree requirement
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