At Caris, we understand that cancer is an ugly word—a word no one wants to hear, but one that connects us all. That's why we're not just transforming cancer care—we're changing lives.
We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: "What would I do if this patient were my mom?" That question drives everything we do.
But our mission doesn't stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare—driven by innovation, compassion, and purpose.
Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins.
Position Summary
The Customer Services & Business Operations Associate (CS Associate) plays a strategic role in ensuring high-quality customer support and satisfaction for Caris molecular profiling services across international markets.
The CS Associate has empathy and relentless drive to exceed customer expectations managing incoming enquires and patient cases for both direct clients and distributor-managed countries, operating across time zones in a multicultural environment.
This role combines elements of account management, case and specimen coordination, patient engagement, logistics coordination, and business operations to ensure a seamless experience for clients, patients, distributors, and internal stakeholders.
The CS Associate is responsible for case setup and documentation, resolves discrepancies, proactively communicates with customers and partners, and contributes to the continuous improvement of operational processes within a regulated healthcare environment.
This diversified position combines responsibilities covered by various US Customer Support roles, including Intake Coordinator, Account Manager, Patient Liaison Associate, Quality Assurance, and Operational Support, adapted to the complexity of an international landscape.
Job Responsibilities
Customer & Client Interaction
* Serve as a primary point of communication for international clients, distributors, healthcare providers, and patients via phone, email, and digital systems
* Support both direct markets and distributor-managed countries, adapting communication and processes to local requirements
* Maintenance of accurate and complete documentation of client and patient records to continuously improve the customer service process meeting regulations requirements
* Respond professionally to inquiries regarding the Caris services portfolio, orders, case status, logistics, and testing requirements and other relevant matters arising ad-hoc
* Provide clear explanations and effective resolution of issues, ensuring timely follow-up and customer satisfaction
* The role acts as the first face to the customer initiating customer relationship with Caris - Build and maintain strong customer and partner relationships through responsiveness, clarity, and reliability handling inbound call volume for internal and external customers -
* Ensures all regulatory agency requirements including data privacy requirements (e.g., HIPAA) as they pertain to job function are met (previous: Ensure compliance with applicable regulatory and data privacy requirements (e.g., HIPAA))
* Support the onboarding of new distributors or the training of new distributor employees for case handling
* Willingness to learn and understand the complexity of precision medicine industry and business
* Accepts other duties as assigned
Required Qualifications
* Bachelor's degree or higher
* 2+ years of experience in customer support, operations, healthcare support, or a related environment
* Customer & Patient service focused, drive for results, teamwork
* Strong communication, organizational, and problem-solving skills
* Ability to manage complexity in an international, multi-stakeholder environment
* Proficiency with Microsoft Office (Word, Excel, Outlook) and comfort learning CRM and LIMS.
* Awareness and understanding of privacy and compliance standards and importance of privacy of patient data.
* Proficient in English - at least one additional language required, additional languages are a strong asset
Physical Demands
* This role involves extensive computer-based tasks and requires working at a computer for the majority of the workday
* Ability to sit and/or stand for extended periods
* Ability to perform repetitive motions
* Ability to lift up to 15 kg
Training
* All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.
Other
* This position may require occasional travel and some evenings, weekends and/or holidays due to the international working environment.
* This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check ( applicable for certain positions) and reference verification.
This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.