WHO WE ARE - Millennium Health is a leading health solutions company that delivers accurate, timely, clinically actionable information to inform the right treatment decisions for each patient.  Millennium Health offers a comprehensive suite of services including Millennium PGT and Millennium UDT, which can be used to better tailor patient care. More information can be found at www.millenniumhealth.com. 

There has never been a more exciting time to join Millennium Health (MH). Bright and dedicated people, working together have created Millennium’s success. Our employees share a common goal of improving patients’ lives.

The Sales Support Liaison (SSL) is regionally aligned and manages all aspects of the customer relationship by collaborating with internal and external customers, middle management, and multiple operations teams to onboard new clients and resolve incomplete specimen orders. The SSL’s daily objective is to facilitate a superior customer experience to our internal and external customers by providing administrative and clerical support and territory subject matter expertise in concert with our Sales team. The ideal candidate will possess healthcare account management experience, thrive in a fast pace customer-centric environment, possess the ability to critically think while solving problems, be detailed oriented, and embrace MH Company Values.

The following are intended to be examples of the tasks for which the person in this position is responsible. These tasks are not intended to be complete or all-inclusive and does not preclude management from assigning other or related tasks and projects for which the individual has demonstrated competency through performance.

• Accurately process new client registrations, service contracts, customer agreements, and practice update forms.
• Utilize subject matter expertise to proactively identify customer training opportunities.
• Effectively build rapports with diverse internal and external customer base.
• Maintain accurate call records of customer interactions or transactions including recording details of inquiries, complaints, or comments, to include action steps taken to resolve customer issue.
• Access, enter, update, and maintain accurate customer account information in Laboratory Information System, CRM, and other software platforms.
• Maintain competencies required for the position and specific areas assigned
• Ensure HIPAA, Confidentiality and Compliance policy, procedures, and standards are always adhered to.
• Perform other duties and special projects as assigned.

SSLs wear a headset, make outbound calls and receive calls from customers and Sales Reps. SSLs enter and access information into multiple systems while addressing reason for call and adhere to strict break/ lunch schedules, and must follow company attendance policy.

Coaching, development and performance discussions take place on a monthly basis. Successful completion of initial classroom and Service Center training is required. Successful completion of all assigned refresher training is required. Available shifts are 5am-1:30pm, 6am-2:30pm, 7am-3:30pm, 7:30am-4pm, 8am-4:30pm, 8:30am-5pm. Assigned/Available shift will be disclosed at time of interview.

Required Skills

• Advanced customer service, problem solving, critical thinking and interpersonal skills with focus on quality and professionalism.
• Ability to effectively handled assigned workload while cultivating a positive working relationship with internal and external customers.
• Ability to follow and adhere to Standard Operating Procedures (SOPs) and/or Dept policies.
• Ability to effectively communicate both verbally and in writing with customers, partners, and peers.
• Strong attention to detail with the ability to find and correct mistakes.
• Ability to multi-task, prioritize, and follow through on tasks, projects, and assignments.
• Self-starter, capable of working independently and collaboratively.
• Flexible and adaptable with changing business needs.
• Proficient in MS Office (Excel, Word, Outlook, PowerPoint)
• Comfortable with use of telephony systems.
• Previous experience using Salesforce and/or CRM solution database a plus.
• Regular and reliable attendance.
• Understand cell phones are not permitted on Service Center floor.

Required Experience

• Associated degree or equivalent experience requiredBachelor’s degree highly preferred
• Minimum of 2-3 years’ in customer service, or similar role where ownership of managing a territory and the customer experience was/is emphasized. Healthcare/biotech setting preferred.
• Previous experience using a CRM solution and/or database required

Millennium Health offers a competitive, comprehensive benefits package.

Millennium Health is an Equal Opportunity/Affirmative Action employer and E-Verify participant.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation or protected veteran status

https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

• Advanced customer service, problem solving, critical thinking and interpersonal skills with focus on quality and professionalism.
• Ability to effectively handled assigned workload while cultivating a positive working relationship with internal and external customers.
• Ability to follow and adhere to Standard Operating Procedures (SOPs) and/or Dept policies.
• Ability to effectively communicate both verbally and in writing with customers, partners, and peers.
• Strong attention to detail with the ability to find and correct mistakes.
• Ability to multi-task, prioritize, and follow through on tasks, projects, and assignments.
• Self-starter, capable of working independently and collaboratively.
• Flexible and adaptable with changing business needs.
• Proficient in MS Office (Excel, Word, Outlook, PowerPoint)
• Comfortable with use of telephony systems.
• Previous experience using Salesforce and/or CRM solution database a plus.
• Regular and reliable attendance.
• Understand cell phones are not permitted on Service Center floor.