Client Liaison

About Human Longevity Inc.
Human Longevity Inc. (HLI) is the genomics-based, technology-driven company creating the most comprehensive database of whole genome, phenotype and clinical data.  HLI is developing and applying large scale computing and machine learning to make novel discoveries to revolutionize the practice of medicine.  A privately held company headquartered in San Diego, CA, HLI was founded in 2013 by pioneers in the fields of genomics and stem cell therapy.  We are working on opening our second location soon, which will be in South San Francisco, CA. HLI will also be licensing access to its database, and developing new diagnostics and therapeutics as part of their product offerings. For more information please visit, www.humanlongevity.com.

Purpose of Job

This position provides complex client coordination functions for the Health Nucleus ensuring efficient and accurate on-boarding and check-in on day of visit, end of visit wrap-up, and post visit planning, ownership and coordination of results scheduling.  This position is responsible for customer experience surveys and proactive client communications.  This position requires the ability to work independently in a fast paced environment. Strong initiative and follow through is essential for this position. Candidate will report to the Customer Experience Lead, HLI.

Tasks and Responsibilities

• Greet clients upon initial entry to Health Nucleus and immediately sets a Best-In-Class Health Nucleus experience expectation
• Confirm all client information is correct and accurate and captured in all internal systems
• Confirm correct product for client and make adjustments as needed on day of visit to correct for any discrepancies
• Confirm correct payment was collected prior to visit and collect or correct payment as necessary at day of visit
• Track pending payments and resolve payment issues
• Manage and track specimen collection and diagnostic kits sent to clients both pre and post visit
• Ownership of the last module of the Health Nucleus visit called “Experience and Expectations” (EE) where final wrap-up of the visit is conducted and post visit planning and coordination is initiated
• Manage distribution, completion and collection of customer experience surveys both day of visit and post visit
• Schedule clients for preliminary and final Return of Results meetings
• Manage other post visit activities and follow-ups related to the initial Health Nucleus visit
• Manage client relationship from onsite visit through follow up appointments to ensure a quality client experience and timely completion of the Health Nucleus experience
• Receive and answer client calls and emails and triage as necessary while maintaining follow-up to ensure timely closure to client issues and needs
• Oversee and execute timely completion of additional projects, as needed
• Establish, update and maintain departmental files (paper and electronic) and records
• After hours and weekend support as assigned
• Other duties as assigned

Minimum Qualifications (Must have)

• Bachelor's degree preferred
• 5 years of related client care coordination and/or customer service experience preferably in genomics/biotechnology
• Ability to work independently
• Ability to juggle multiple projects with superb accuracy.
• Exceptional customer service skills, over the phone and in person, with internal and external personnel.
• Demonstrated exceptional MS Office skills (Word, Excel, Outlook, and PowerPoint) and SalesForce.
• Ability to build partnerships across the organization
• Strong verbal and written communication skills are essential.
• Excellent organization and multi-tasking skills.
• Exceptional interpersonal skills and problem solving capabilities.
• Ability to work effectively across a matrix organization.
• Ability to work independently and prioritize with minimal daily instruction.
• Ability to think strategically in order to improve current processes.
• Must be able to work 8 hour shifts between 7:00 am to 6:00 pm

Working Conditions

• Open clinical environment
• Prolonged periods of sitting, standing, bending and kneeling
• Must be able to lift and transport at least 25 pounds

Human Longevity, Inc. is an equal opportunity employer   

DISCLAIMER: The information on this description has been designed to indicate the general nature and level of work. It is not designed to be interpreted as a comprehensive inventory of all duties and responsibilities of an employee to this job.