Operations Support I

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Job description

Job Title: Operations Support I

Location: Santa Rosa CA 95403

Duration : 6 months

Excellence in execution is top priority for the Implementation team. This role is part of the Implementation Team, which primarily works in conjunction with the Government Commercial team, Santa Rosa site functional leads, Sales/Sales Support and vendors to set up accounts as part of the client onboarding process. Sales Administrators create new client accounts, establish new panels, and make updates to existing customer accounts. The Sales Administrator will report to the Implementation Specialist Lead in order to escalate questions, build improved workflows,

capture key client information, support administrative requests, and troubleshoot issues.

Rapid Diagnostics (formerly Alere) is part of Diagnostics family of businesses,

bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.

RESPONSIBILITIES

• Responsible for timely execution of new account set-ups and ongoing post-

implementation account updates across multiple software platforms and databases for

Client's Toxicology Government Services clients with attention to data accuracy and

documentation needs.

• Ongoing, proactive monitoring of the Customer Service queue system in order to take

new tickets and deliver consistent follow-up on existing/pending tickets for timely ticket

completion in line with key performance indicator (KPI) expectations.

• Identify, document, escalate, and resolve problems as they arise.

• Work with Implementation Specialist Lead to review and revise the necessary

Implementation processes and internal guidelines related to client account

administration procedures for improved effectiveness, efficiency and customer

satisfaction.

• Work with counterparts in the Sales, Customer Support, IT, Finance and Toxicology

Support teams to maintain accurate client data in the system.

• Meet and maintain productivity, quality and attendance performance metrics.

• Other duties and special projects as may be assigned.

IDEAL QUALIFICATIONS OF A SUCCESSFUL CANDIDATE

• High school graduate with two to three years related experience and/or training; or

equivalent combination of education and experience. Four-year degree from

accredited college or university preferred but not required.

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