Insights Specialist

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 Insights Analyst is responsible for supporting the daily and long-term operations of the Customer Success division within the Customer Care department. The Insights Analyst serves as a point of contact for new opportunities, partnerships and projects presented to the team. Additionally, the role focuses on enhancing tools and resources for the team through collaborative efforts with various internal teams. This position leverages analytics to create compelling data stories that drive action for the sales team, internal support teams, and our customers.

This position is remote with occasional onsite requirements in Redwood City, California.

Essential Duties

Include but are not limited to the following:

• Analyze product performance and trends to define success metrics.
• Analyze internal team performance and trends to identify enhancement opportunities.
• Upon identification of trends, lead projects which summarize and recommend the necessary changes to ensure continued success of the Customer Success division.
• Partner with various commercial, IT, product and marketing teams on measurement strategy and data analysis requirements. Deliver insights on products and customers with a focus on opportunities for enhanced customer experiences.
• Coordinate training and provide mentorship for new hire Insight Specialists and Analysts.
• Develop, conduct, manage, and distribute sales support operational reports to sustain service levels of the Customer Success Team across all franchises, including, but not limited to:
  • Order Management – extended delays and case update discrepancies.
  • Account Maintenance – customer preferences, escalated trends, customer experience enhancement, customer contact leads, and portal enrollment.
  • Key Performance Indicators (KPIs) – phone call metrics (volume, distribution, wrap codes, and percent answered), case management metrics (volume and case age), and clean claims metrics (administrative exceptions).

• Based on operational report analysis, formulate, and communicate improvement recommendations on a regular basis with Customer Care, Sales, and Customer Success Leadership.
• Participate in collaborative working groups within the Customer Care department which focus on highly complex operational improvements.
• Lead and/or serve as SME within project teams to formulate, affect, interpret, and implement policies and/or operating practices.
• Support maintenance of the following:
  • Training Materials: SOPs, work instructions, quick reference guides, and playbooks.
  • Systems: CRM, phone systems, and other software.

• Execute on deliverables as set by manager, such as Pathology Service Agreements.
• Manage customer inquiries and outreaches related to, but not limited to, financial reconciliation requests, third party data requests, and subpoena/medical records requests.
• Work closely with our reimbursement and billing vendor to coordinate information on payer requirements.
• Liaise with stakeholders such as Analytics, Contracts, Legal, Compliance, Privacy, Finance, and IT on an ongoing basis to ensure deliverables are met.
• Ability to work with little instruction on day-to-day tasks and general instructions on new assignments.
• Ability to leverage networking relationships across the organization.
• Excellent customer service and communication skills with a deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion at Exact Sciences for both the field sales team and healthcare providers.
• Ability to understand when to exercise initiative and handle queries directly and when to escalate queries.
• Ability to work with a team and incorporate manager and customer insight into best practices.
• 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.
• Regular and reliable attendance.
• Ability to work nights and/or weekends, as needed.
• Ability to lift up to 25 pounds for approximately 5% of a typical working day.
• Ability to work seated for approximately 90% of a typical working day. Ability to work standing for approximately 10% of a typical working day.
• 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 work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• Considerable periods of time may be spent concentrating and or analyzing data.
• Ability to travel 10% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s degree in business administration or related field; or high school degree/general education diploma and 4 years of relevant customer service experience in lieu of Bachelor’s degree.
• 5+ years of work experience in customer service.
• 4+ years of work experience with customer relationship management systems.
• Demonstrated understanding of clinical data with the ability to convey sales and marketing messages.
• Demonstrated knowledge of customer service practices and sales principles.
• Proficient in Microsoft Office Suite, particularly Excel.
• Demonstrated strong analytical and multitasking skills within a fast paced, time sensitive environment.
• Demonstrated follow-through and relationship management skills.
• Demonstrated ability to successfully resolve conflicts and overcome obstacles.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Bachelor’s degree preferred.
• 5+ years of related customer service experience in healthcare or clinical reference laboratory.
• Previous sales support work experience.
• Previous data analytics work experience.

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Salary Range:

$86,000.00 - $136,000.00

 

The annual base salary shown is for this position located in US - CA - Redwood City on a full-time basis. 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.

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