Customer Care Associate
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 innovate boldly, learn from our setbacks, and are resilient in our pursuit to transform cancer care
- We Make It Happen: We act with urgency, commit to quality, and bring fun to our hard work
- We Are Stronger Together: We collaborate openly, seek to understand, and celebrate our wins
- We Care Deeply: We embrace our differences, do the right thing, and encourage each other
The Position:
As a Customer Care Associate (CCA), you’ll be at the heart of our mission to deliver exceptional service and support to physicians, patients, pathology labs, and internal teams. In this role, you’ll manage inbound and outbound communications, triage inquiries, coordinate logistics, and support lab operations across multiple product lines. You’ll work closely with cross-functional teams to ensure timely and accurate processing of requests, contributing directly to patient care and customer satisfaction. Responsibilities may vary depending on the product line and location you support—flexibility, adaptability, and a collaborative mindset are essential.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Manage inbound and outbound communications across phone, email, and fax, ensuring inquiries are addressed or routed appropriately.
- Coordinate and collaborate with internal teams (Customer Care, Sales, Lab, Billing, Pathology Labs) to support case resolution and ensure timely sample receipt.
- Document and maintain accurate records in LIS and Salesforce, including requisitions, call notes, and case updates.
- Support product-specific workflows, such as tissue procurement, report distribution, insurance follow-ups, and shipping coordination.
- Contribute to a positive customer experience by resolving issues efficiently and professionally across multiple product lines.
- Participate in process improvement efforts by sharing feedback and helping refine support procedures.
- Ensure compliance with healthcare regulations and company policies in all aspects of work.
Who You Are:
REQUIREMENTS: QUALIFICATIONS
To perform this job successfully, an individual must be able to perform 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.
EDUCATION AND EXPERIENCE
- A bachelor’s degree (B.A. or B.S.) is preferred. Relevant experience may be considered in lieu of the education preference.
- 1–2 years of customer service experience in healthcare or life sciences (strongly preferred).
PHYSICAL REQUIREMENTS
- Repetitive movement of hands, arms, and legs
- Repetitive movement of fingers (typing and/or writing)
- Sitting, with occasional walking, standing, stooping and moving about
- Occasionally required to lift up to 25 pounds
- Ability to communicate effectively via phone, video, or chat.
- Visual and auditory requirements (e.g., ability to view a computer screen and participate in virtual meetings.
#LI-Remote
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
$21—$23 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.
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