SAGA Diagnostics is a personalized cancer diagnostics and disease monitoring company focused on molecular genetic analysis of circulating tumor DNA (ctDNA). The company’s mission is to improve precision cancer medicine, provide more accurate treatment monitoring, and improve patient survival using minimally-invasive liquid biopsy cancer testing services. SAGA’s proprietary tests can help patients, oncologists, and drug developers detect actionable mutations, stratify patient groups, and monitor treatment response, residual disease, and disease recurrence at unprecedented sensitivity and scale.

SAGA Diagnostics is seeking a dedicated and passionate Client Services Associate (CSA) to join our growing team. In this role, you will provide exceptional support to our customers, the SAGA Clinical Laboratory, and our Sales Representatives. You’ll be the first point of contact for clients, ensuring smooth communication, accurate information, and timely resolution of issues.

The CSA will possess the ability to communicate professionally and effectively with all individuals, including external customers and internal SAGA personnel. You excel in a working environment that is fast paced, requires multi-tasking, includes problem solving and immediate responsiveness.

We are building a world-class Client Services team committed to delivering A+ service. If you thrive in a fast-paced environment, multi-tasking, and enjoy problem-solving we’d love to hear from you.

Responsibilities

Handle inbound calls from oncologists, patients, vendors, and clinical staff
Set up accounts and client information in Salesforce.com
Educate clients on ordering processes and specimen requirements
Coordinate kit orders and shipments to clients
Work with clients to resolve missing or ambiguous test order data
Provide updates on testing status, including delays
Partner with Sales for onboarding and maintaining new clients
Identify and escalate potential issues to minimize impact on clients and patients
Create and resolve case records in Salesforce.com (including HIPAA-protected patient information)
Maintain professional relationships with colleagues across departments
Support data entry and quality control efforts
Ensure compliance with SAGA SOPs, CLIA, CAP, and HIPAA regulations
Assist Sales and Marketing with client recruitment and retention initiatives
Contribute to special projects as assigned

Requirements
You are organized, detail-oriented, and thrive on multitasking. With strong communication skills and a proactive mindset, you’re comfortable navigating evolving processes and recommending solutions. You excel in a fast-paced environment and bring professionalism, patience, and empathy to every client interaction.

1+ year(s) experience Client Services/Customer Support or a similar role
Background in Healthcare, Biotechnology, or Start Ups is a plus
Experience in handling confidential PHI with discretion and maintaining confidentiality
Proficiency in MSOffice (Word, Excel, PowerPoint, Teams)
Experience in Salesforce.com or similar CRM software
Self-starter with excellent phone manners, strong written/verbal communication skills
Exceptional organizational skills and proven success in team environments

Benefits

Competitive Compensation and company wide benefits plan
Opportunities for career advancement and professional development.
A collaborative and innovative work environment dedicated to improving oncology outcomes.

SAGA Diagnostics is an equal opportunity employer, fully committed to achieving a diverse and inclusive workplace that embraces and encourages applicants of every background. The company’s policy regarding equal employment opportunity means that all decisions regarding recruitment, hiring, benefits, wage and salary administration, scheduling, disciplinary action and termination will be made without unlawful discrimination on the basis of sex, gender, race, color, age, national origin, religion, disability, medical condition, genetic information, marital status, sexual orientation, gender identity or expression, citizenship status, pregnancy or maternity, veteran status, or any other status protected by applicable federal, state or local law. If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to hr@sagadiagnostics.com. SAGA Diagnostics is a participant in the E-Verify program, learn more about the program and review our required disclosureshereandhere.

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SAGA Diagnostics, Inc.

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