Genova Diagnostics
Sales Support Specialist
The position of Sales Support Specialist (SSS) is responsible for supporting the company's sales professionals as it relates to customer needs. They are responsible for expediting the completion of administrative tasks that are required for company processes. This will involve working with other departments to resolve issues related to sample collections and recollections, pricing and insurance coverage, kit requests and other shipping related tasks. The SSS provides strategic and operational support to the sales team and manages administrative duties with other staff functions to ensure appropriate resources are available and focused to support selling objectives. The SSS is accountable for providing additional support to the District Managers, including but not limited to, planning/coordinating team events/meetings, ensuring system tasks are managed in a timely fashion (e.g. EMR CTOPs, SHIP CTOPs, QAs, etc.), and completing other administrative tasks. The SSS will be responsible for answering incoming calls from clients, TSMs and escalations from other departments requesting sales support. Responsibilities include but are not limited to the following: Technical Provides a support role for sales team colleagues in assigned territory or district to include processing orders via email or phone Lead validation and qualification Consistent communication with TSM / DM regarding client's progress and any issues that arise Record incident/complaints, and research problems, and expedite solutions, thoroughly documenting each incident in the necessary company systems to ensure exemplary service and continued accountability. The SSS is an active participant in preventing negative issues from recurring, and creating positive experiences when they arise Proactively monitors client activity in assigned territory and contacts clients regarding campaigns, QA issues, lab issues, new products and/or services Works with TSM in submitting CTOP (Phlebotomy Contracts, SPAs, Equipment requests, EMR requests, etc.) requests within JIRA and monitors approval process through completion Acquire orders and collects marketing information while opportunistically identifying upsells and asking consultative and investigative questions Works with internal customers to support clients need for technical information Maintains sales activities, efforts and client information within Customer Relationship Management (CRM)Tool Assist TSMs with arranging Medical Education appointments Assist sales staff in determining whether a sample is adequate and/or appropriate for testing by understanding laboratory sample requirements and standards for sample acceptance. Must be knowledgeable and remain up to date on company billing policies and procedures, Medicare rules and regulations, state limitations of payment options, health care practitioner licensing limitations, and company licenses and accreditation. Utilizes various resources for supporting the benefits of company tests, including Internet sites, reference articles and journal publications. Supports current client information through the internal Customer Account Tool (CAT) system Submits periodic summaries of special projects to supervisor Acts as liaison for team, providing guidance, facilitating training, and ensuring a resource for the group at large Other Develops and constantly improves human relations skills to serve internal clients Maintains accurate information on client accounts and documents in appropriate systems. The SSS will serve as a primary source for client information Records suggestions from sales staff and clients regarding company protocols Involvement in companywide activities and meetings as available Project Management, as delegated by District Manager Other responsibilities as identified by the District Manager This job has no direct supervisory responsibilities but does require close communication with the others and supervisors. Additional responsibilities of an SSS will include the overseeing and training support of new team members including training planning and scheduling. This position requires a minimum of an Associate's degree (although a Bachelor's degree is preferred) in a health-related and/or marketing/sales/administrative field. The position also requires 2 to 5 years of service experience with proven successes, or related/relevant management experience. Candidates must be comfortable working with internal colleagues, physicians as required, their staff and taking on a proactive sales role when deemed appropriate with outstanding communication skills. Also, must show a high level of creativity, positive energy and "lead by example" enthusiasm. To perform this job successfully candidates must be familiar with computer programs such as Outlook, Word, Excel and CRM (Salesforce.com). While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust focus. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.
The position of Sales Support Specialist (SSS) is responsible for supporting the company's sales professionals as it relates to customer needs. They are responsible for expediting the completion of administrative tasks that are required for company processes. This will involve working with other departments to resolve issues related to sample collections and recollections, pricing and insurance coverage, kit requests and other shipping related tasks. The SSS provides strategic and operational support to the sales team and manages administrative duties with other staff functions to ensure appropriate resources are available and focused to support selling objectives. The SSS is accountable for providing additional support to the District Managers, including but not limited to, planning/coordinating team events/meetings, ensuring system tasks are managed in a timely fashion (e.g. EMR CTOPs, SHIP CTOPs, QAs, etc.), and completing other administrative tasks. The SSS will be responsible for answering incoming calls from clients, TSMs and escalations from other departments requesting sales support. Responsibilities include but are not limited to the following: Technical Provides a support role for sales team colleagues in assigned territory or district to include processing orders via email or phone Lead validation and qualification Consistent communication with TSM / DM regarding client's progress and any issues that arise Record incident/complaints, and research problems, and expedite solutions, thoroughly documenting each incident in the necessary company systems to ensure exemplary service and continued accountability. The SSS is an active participant in preventing negative issues from recurring, and creating positive experiences when they arise Proactively monitors client activity in assigned territory and contacts clients regarding campaigns, QA issues, lab issues, new products and/or services Works with TSM in submitting CTOP (Phlebotomy Contracts, SPAs, Equipment requests, EMR requests, etc.) requests within JIRA and monitors approval process through completion Acquire orders and collects marketing information while opportunistically identifying upsells and asking consultative and investigative questions Works with internal customers to support clients need for technical information Maintains sales activities, efforts and client information within Customer Relationship Management (CRM)Tool Assist TSMs with arranging Medical Education appointments Assist sales staff in determining whether a sample is adequate and/or appropriate for testing by understanding laboratory sample requirements and standards for sample acceptance. Must be knowledgeable and remain up to date on company billing policies and procedures, Medicare rules and regulations, state limitations of payment options, health care practitioner licensing limitations, and company licenses and accreditation. Utilizes various resources for supporting the benefits of company tests, including Internet sites, reference articles and journal publications. Supports current client information through the internal Customer Account Tool (CAT) system Submits periodic summaries of special projects to supervisor Acts as liaison for team, providing guidance, facilitating training, and ensuring a resource for the group at large Other Develops and constantly improves human relations skills to serve internal clients Maintains accurate information on client accounts and documents in appropriate systems. The SSS will serve as a primary source for client information Records suggestions from sales staff and clients regarding company protocols Involvement in companywide activities and meetings as available Project Management, as delegated by District Manager Other responsibilities as identified by the District Manager This job has no direct supervisory responsibilities but does require close communication with the others and supervisors. Additional responsibilities of an SSS will include the overseeing and training support of new team members including training planning and scheduling. This position requires a minimum of an Associate's degree (although a Bachelor's degree is preferred) in a health-related and/or marketing/sales/administrative field. The position also requires 2 to 5 years of service experience with proven successes, or related/relevant management experience. Candidates must be comfortable working with internal colleagues, physicians as required, their staff and taking on a proactive sales role when deemed appropriate with outstanding communication skills. Also, must show a high level of creativity, positive energy and "lead by example" enthusiasm. To perform this job successfully candidates must be familiar with computer programs such as Outlook, Word, Excel and CRM (Salesforce.com). While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision and ability to adjust focus. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.