Customer Care Associate

Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Customer Care Associate provides world-class service to health care providers, patients, and public. This role will primarily receive inbound calls and place outbound calls to the health care providers, patients, and other clients.

Location: This role can be onsite at our 1 Exact Lane location in Madison, WI or remote within Wisconsin.

Shift Schedule: Multiple first and second shifts available Sunday - Saturday, including 4 or 5-day schedules.

Training Schedule: For the first 5 weeks in the role, training will be Monday - Friday with the regular hours of 8:00am - 4:30pm.

Essential Duties

Include, but are not limited to, the following:

• Respond to incoming calls and place outbound calls as directed while maintaining current client information and escalating priority issues as appropriate.
• Document all information in accordance with the standard operating procedures (SOP).
• Stay current with relevant guidelines and policies including, but not limited to, the health insurance portability and accountability act (HIPAA).
• Ensure compliance with all company procedures and guidelines; including, but not limited to, the code of business conduct and ethics.
• Stay current with the relevant guidelines and policies for medical billing.
• Conducts themselves in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and other clients.
• Excellent verbal and written communication skills and the ability to work in a team environment.
• Ability to interact and build strong professional relationships with customers and peers at all levels of the organization.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to work nights and/or weekends and overtime, as needed.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to consistently demonstrate an understanding of key concepts and technical skills necessary to perform the role. Progress and proficiency will be evaluated through: active participation, workflow practice, role play activities, asynchronous learning modules, and assessments which will measure comprehension and successful application of training curriculum.

Minimum Qualifications

• 2+ years of customer service experience.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• High School Diploma or General Education Diploma (GED).
• Experience in inbound and outbound contact center in the healthcare industry.

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Salary Range:

$35,000.00 - $56,000.00

The annual base salary shown is for this position located in US - WI - Madison on a full-time basis and may differ by hiring location. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company’s affirmative action program.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.