Position Overview
The Care Gap Program Letter Coordinator supports the Health System Care Gap team in managing, processing, and enhancing gap closure programs for health system customers. A key component of this role is managing our pre-kit shipment letter process to support initial patient communication for those participating in a care gap program. The coordinator partners closely with internal teams—including Gap Closure Operations, Customer Success (CSMs), and Customer Experience (CX) – to intake, validate, and coordinate new and routine letter programs for health system customers. This includes coordinating the appropriate letter template, gathering & validating letter customizations including logos, creating mockup letters for customer approval, partnering with our mailing/print vender, and implementing mail dates that align to the program launch date. Additionally, this role may take on ownership of specific responsibilities that support the execution & tracking of individual care gap programs and/or our program as a whole.
Essential Duties and Proven Skills
Include but are not limited to the following:
- Lead the health system letter program process from start to finish for both spreadsheet and electronic orders.
- Validate customer data files against required letter customization fields. When data is incomplete or inaccurate, proactively work with the appropriate Customer Success Manager to secure corrected inputs.
- Use Tableau and Epic to run various reports to be shared out with internal stakeholders.
- Notify Patient and Provider Support of new or routine care gap programs, including information relevant to call center when patients or providers call in with questions.
- Because most care gap programs are received in spreadsheet form, expertise with Microsoft Excel is required.
- Execute various ad hoc requests.
- Strong proof-reading skills to ensure error-free communications.
- Identify opportunities for process improvement within Gap Closure Program Execution team & the letter process specifically.
- Exhibit flexibility and willingness to take on new assignments as they are identified.
- Self-motivated and capable of working with autonomy to drive progress on multiple projects and priorities simultaneously.
- Demonstrated success creating and delivering on a long-term vision and roadmap based on customer and business needs.
- Excellent oral and written communication skills with demonstrated ability to align stakeholders at various levels of the organization.
- Ability to set expectations & uphold them based on documented or communicated guidelines.
- Flexible toward change and can accept change to achieve objectives.
- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
- Regular and reliable attendance.
- Ability to work on a designated schedule.
- Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
- Ability to travel 5% of working time away from work location, may include overnight/weekend travel.
Minimum Qualifications
- Bachelor's degree in business administration, Finance, or field related to job duties; or High School Degree/General Education Diploma and 4 years of relevant experience as outlined in the essential duties in lieu of bachelor's degree.
- 2+ years of operational or other related experience.
- Expertise in Excel, including use of pivot table function.
- Advanced proficiency in Microsoft Office Suite.
- Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
- Authorization to work in the United States without sponsorship.
Preferred Qualifications
- Prior experience with Exact Sciences’ (Abbott) Gap Closure Program.
- Prior experience with revenue cycle or health insurance reimbursement.
- Prior experience working with Tableau.
- Prior experience with Epic software
- Prior experience with Monday.com.
The base pay for this position is
$61,300.00 – $122,700.00
In specific locations, the pay range may vary from the range posted.
JOB FAMILY:Sales Support & Administration
DIVISION:ONCO Cancer Diagnostics
LOCATION:United States > Madison : 5505 Endeavor Ln
ADDITIONAL LOCATIONS:
WORK SHIFT:Standard
TRAVEL:Yes, 5 % of the Time
MEDICAL SURVEILLANCE:No
SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)
