About this role.
Veracyte is hiring a full-time, US-remote Customer Care Specialist to support healthcare providers and patients using its cancer diagnostics services. The role manages orders and cases, handles inbound and outbound communications with physician offices, and coordinates resolutions with Sales, Laboratory, and Billing teams. Success requires empathetic service, strong organization, CRM proficiency, trend analysis, and the ability to protect PHI under HIPAA requirements. Candidates should bring at least two years of customer service experience in healthcare, biotech, or laboratory environments; oncology experience is preferred.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first review the case record to identify the precise missing information and any applicable turnaround-time risk. I would contact the physician office through the most effective approved channel, clearly explain what is needed and why, document every outreach attempt in the CRM, and escalate internally when necessary. I would also provide proactive status updates so the customer understands the next step and timeline.
I would listen without interrupting, acknowledge the concern with empathy, and confirm my understanding of the issue. I would then explain the available next steps in clear, nontechnical language, take ownership of the follow-up, and avoid sharing any information not authorized under privacy procedures. Before ending the call, I would summarize the plan and confirm the caller knows when to expect an update.
I would follow identity-verification procedures before discussing case details, use only approved systems and communication channels, and share the minimum necessary information for the request. I would document interactions accurately, avoid discussing PHI in unsecured settings, and promptly report any suspected privacy incident according to company policy. Ongoing HIPAA training and careful adherence to laboratory procedures would guide my work.
I would categorize recurring inquiries and review CRM notes, call reasons, turnaround times, and resolution outcomes to identify patterns. For example, if many offices were unclear about submission requirements, I would propose a clearer checklist or outreach template and partner with the relevant team to implement it. I would then monitor whether repeat contacts and delays declined after the change.
I would establish the facts in the case record, identify the accountable partners, and communicate a concise summary of the issue, customer impact, and required action. I would maintain ownership of customer-facing updates while coordinating internal deadlines and documenting decisions. This approach keeps teams aligned and prevents the customer from having to repeat their concern to multiple people.
At Veracyte, we offer exciting career opportunities for those interested in joining a pioneering team that is committed to transforming cancer care for patients across the globe. Working at Veracyte enables our employees to not only make a meaningful impact on the lives of patients, but to also learn and grow within a purpose driven environment. This is what we call the Veracyte way – it’s about how we work together, guided by our values, to give clinicians the insights they need to help patients make life-changing decisions.
Our Values:
- We Seek A Better Way: We pursue bold ideas, embrace complexity, and keep pushing forward.
- We Make It Happen: We act with urgency, deliver with excellence, and always find a way.
- We Are Stronger Together: We engage with empathy, align around what’s best for Veracyte, and celebrate as one team.
- We Care Deeply: We show up with integrity, kindness, and respect for one another.
The Position:
As a Customer Care Specialist, you will be the cornerstone of our customer care team. Your primary mission is to ensure that healthcare providers and patients receive unparalleled service and support. You will handle customer inquiries with empathy, professionalism, and efficiency. By actively collaborating with internal teams such as Sales, Laboratory, and Billing, you will resolve issues promptly and enhance the overall customer experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Order Management: Efficiently manage and monitor orders and cases from submission to completion, ensuring timely resolutions and clear communication with customers
- Physician Outreach: Perform outbound communication with physician offices through phone fax, email, and other channels to efficiently resolve order issues.
- Inbound Calls: Address inbound calls with empathy and precision, by resolving customer inquiries and providing comprehensive support.
- Collaboration: Partner closely with the Sales team to anticipate customer needs, drive growth, and enhance customer retention through proactive solutions and positive relationships.
- Trend Analysis: Collect and analyze customer feedback and trends to develop actionable strategies for continuous improvement, sharing insights with relevant teams.
Who You Are:
To perform this job successfully, an individual must be able to preform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- A bachelor’s degree (B.A. or B.S.) is preferred. Relevant experience may be considered in lieu of the education preference.
- 2+ years of experience in customer service within healthcare, biotech, or laboratory settings; oncology experience is preferred.
- Understanding of effective order and case management practices.
- Familiarity with CRM tools, preferably Salesforce.
- Strong organizational and time-management skills to prioritize tasks, handle multiple projects, and meet deadlines.
- Analytical skills to evaluate data, trends, and customer feedback, identifying improvement opportunities and providing data-driven insights.
- Strong interpersonal skills, including active listening, empathy, and problem-solving.
- Proven success in managing orders and cases with high-performance outcomes.
- Flexibility to adapt to evolving business needs and industry trends with an agile, solution-focused mindset.
- Expertise in partnering with a Sales team to drive growth and customer retention.
- Must demonstrate or acquire a comprehensive understanding of PHI protection, adhere to HIPAA compliance standards, and follow established laboratory procedures.
#LI-Remote
For candidates working remote (US), the range is $28.00 – $31.00.
The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to years of experience, skillset, geographic location, industry, education, etc. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Pay range
$28—$31 USD
What We Can Offer You
Veracyte is a growing company that offers significant career opportunities if you are curious, driven, patient-oriented and aspire to help us build a great company. We offer competitive compensation and benefits, and are committed to fostering an inclusive workforce, where diverse backgrounds are represented, engaged, and empowered to drive innovative ideas and decisions. We are thrilled to be recognized as a 2024 Certified™ Great Place to Work® in both the US and Israel – a testament to our dynamic, inclusive, and inspiring workplace where passion meets purpose.
About Veracyte
Veracyte (Nasdaq: VCYT) is a global diagnostics company whose vision is to transform cancer care for patients all over the world. We empower clinicians with the high-value insights they need to guide and assure patients at pivotal moments in the race to diagnose and treat cancer. Our Veracyte Diagnostics Platform delivers high-performing cancer tests that are fueled by broad genomic and clinical data, deep bioinformatic and AI capabilities, and a powerful evidence-generation engine, which ultimately drives durable reimbursement and guideline inclusion for our tests, along with new insights to support continued innovation and pipeline development. For more information, please visit www.veracyte.com or follow us on LinkedIn or X (Twitter).
Veracyte, Inc. is an Equal Opportunity Employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability status. Veracyte participates in E-Verify in the United States. View our CCPA Disclosure Notice
If you receive any suspicious alerts or communications through LinkedIn or other online job sites for any position at Veracyte, please exercise caution and promptly report any concerns to careers@veracyte.com
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
