GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is focused on alleviating the global burden of cancer by developing pioneering technology to detect and identify multiple deadly cancer types early. The company is using the power of next-generation sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop its multi-cancer early detection blood test. GRAIL is headquartered in Menlo Park, CA with locations in Washington, D.C., North Carolina, and the United Kingdom. GRAIL, LLC is a wholly-owned subsidiary of Illumina, Inc. (NASDAQ:ILMN). For more information, please visit www.grail.com.

The Medical Billing Intake Specialist is responsible for incoming calls and emails from healthcare providers, patients, and internal stakeholders. In addition to being responsible for identifying accessions that require intake team support, the Intake Specialist is committed to accurately obtaining, entering, and auditing information required to successfully collect payment for GRAIL’s test. The Intake Specialist will also be responsible for following up with patients and healthcare providers to collect missing information that is required by GRAIL to process samples in the laboratory. The Intake Specialist demonstrates a firm understanding of the importance of exceptional customer service within the realm of cancer care. This position requires excellent attention to detail, effective written and verbal communication skills, the ability to multitask, flexibility regarding tasks and schedule, and the ability to work independently as well as within a highly-collaborative team environment. It also requires patience, respect for others, compassion, and positivity. The Intake Specialist is committed to personal and professional change and growth, meeting the needs of the customer and company, and making a true difference in business operations, collections, and the healthcare landscape as a whole.

This role is a Hybrid role, and will be required to work from the office 2-3 days a week at our RTP - Durham, North Carolina Office location.

Responsibilities:

• Receive incoming phone calls from providers, patients and other parties within GRAIL’s on-site customer call center environment. Resolve and provide assistance with the caller's query.
• Work closely with the Accessioning Team to collect credit card payment information for patient-bill accessions and process payment with our billing vendor.
• Collaborate with the Customer Service team to help resolve missing information that is required in order to process samples and bill our customers.
• Initiate outbound communication with patients, physicians and other medical personnel to expeditiously resolve issues related to billing, and other missing information required by GRAIL to process samples, as needed.
• Demonstrate ownership of each customer interaction, seeing all cases through to completion.
• Accurately document all customer interactions in GRAIL’s customer relationship management (CRM) software.
• Successfully navigate GRAIL’s laboratory information management system (LIMS) to identify accessions that are missing payment and other information.
• Demonstrate a working knowledge of laboratory and billing operations.
• Ensure proper completion of assigned tasks during scheduled working hours.
• Maintain the highest level of courtesy and hospitality under all conditions.
• Embody GRAIL values and communicate with others in accordance with these standards.
• Remain composed in conflict situations and escalate issues when appropriate.
• Demonstrate a thorough knowledge of GRAIL products and procedures.
• Communicate effectively with coworkers and non-laboratory personnel.
• Adhere to Standard Operating Procedures (SOPs) pertaining to medical billing, customer service, and accessioning issue resolution.
• Abide by PCI, CLIA, CAP, HIPAA, and other state, federal, and regulatory guidelines.

Preferred Qualifications

• 2+ years medical billing experience in the laboratory or in a closely-related field.
• A Bachelor’s degree or an equivalent combination of education and experience.
• Strong communication with co-workers, managers and customers.
• Strong organizational skills and meticulous attention to detail.
• Ability to accept, integrate, and apply constructive feedback in a professional manner.
• Ability to prioritize tasks and drive results with a high emphasis on quality.
• Ability to work as part of a team within a highly collaborative environment.
• Strong computer, internet, and software operation skills.

Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.

In addition, GRAIL offers a progressive benefit package, including flexible time-off, a 401k with a company match, and alongside our medical, dental, vision plans, carefully selected mindfulness offerings.

GRAIL is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. GRAIL maintains a drug-free workplace.