Customer Service Representative - Genetic Services

At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.

We are seeking a highly motivated and detail-oriented Customer Service Representative to join our team. In this role, you will focus on patient experience, welcoming patients, getting patient information, collecting payments, assisting with the necessary paperwork, and fulfilling other customer service or administrative duties.

Key Responsibilities:

• Provide exceptional service to patients and clinics
• Educate patients on the available Vitrolife Group North America tests and programs affiliated with clinic orders.
• Respond to all email requisitions to ensure information flows to the intended recipient
• Maintain patient satisfaction by providing accurate and thorough information in a timely fashion
• Coordinate with internal departments including Sales, Logistics, and labs to meet and exceed client delivery expectations
• Properly document conversations, set realistic follow-up expectations, and deliver on every promise
• Follow all required guidelines regarding patient privacy and confidentiality
• De-escalate patient issues as needed, providing specific and concise details and critical facts

Education and Qualifications

• High School Diploma or GED required.
• 2+ years of experience in customer service, preferably in healthcare.
• Excellent written and verbal communication skills, with the ability to communicate clearly and professionally with healthcare professionals.

Knowledge, Skills, and Abilities:

• Strong organizational skills with attention to detail and ability to manage multiple priorities in a fast-paced environment while maintaining accuracy.
• Demonstrated problem-solving abilities and a customer-first mindset.
• Ability to work both independently and collaboratively with cross-functional teams.
• Strong customer service skills, with the ability to handle challenging situations professionally.
• Expertise in conflict resolution
• Strong active-listening and verbal communication skills
• Advanced proficiency in Microsoft Office products
• Experience working with ERP and CRM systems (e.g.,Salesforce)
• Professional work ethic, confidentiality, and respect
• Energetic, hardworking, and flexible
• Can-do attitude with the ability to work within a team

As a full-time employee, you are eligible for our comprehensive benefits, including:

Benefits:

• 401(k) with Employer Match
• Medical/Dental/Vision
• Basic Life and AD&D
• Short / Long Term Disability
• Critical Illness and Accident Insurance
• Employee Assistance Program
• Flexible Spending & Health Savings Account
• Paid Time Off
• 10 Paid Holiday

An offer of employment is contingent on the successful passing of a background check. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalized genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of fertility treatment.

We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 110 countries through our own presence in 30 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.