Associate Clinical Experience Analyst - Call Center

About the role

Are you passionate about customer experience and healthcare? We are looking for an Associate Clinical Experience Analyst to serve as a key point of contact for customers, providing clinical support, managing escalated inquiries, and ensuring an exceptional customer experience throughout the resolution process.

Key responsibilities

• Act as the primary contact for internal and external customers, handling complex and escalated inquiries with professionalism and empathy.
• Provide accurate clinical information to customers and coordinate solutions across laboratory, pathology, and operational teams.
• Manage and document medical inquiries following established processes and quality standards.
• Identify trends in customer inquiries and recommend improvements to enhance overall experience.
• Assist in developing training materials and support continuous learning initiatives.
• Maintain accurate records and documentation in compliance with standard operating procedures.

Required profile

• Bachelor’s degree in biology, life sciences, healthcare, or a related field (or equivalent education/experience).
• Experience in customer service, patient support, healthcare operations, clinical support, or similar customer‑facing roles.
• Excellent communication, problem‑solving, and relationship‑building abilities.
• Strong attention to detail and ability to navigate complex situations.
• Comfortable working with multiple systems and spending most of the day using a computer.
• Flexibility to work evenings, weekends, or overtime as business needs require.