Clinical Support Specialist - Exception Handling

About Us

Naveris is a rapidly growing precision oncology diagnostics company on a mission to change the way HPV-driven cancers are detected, monitored, and managed. Our flagship test, NavDx®, is a cutting-edge, blood-based Lab Developed Test (LDT) that detects circulating Tumor Tissue Modified Viral (TTMV®)-HPV DNA. NavDx provides clinicians with earlier insights into recurrence, enabling more informed and personalized patient care and outcomes.

Opportunity

The purpose of the Clinical Support Specialist is to serve a molecular diagnostics lab in resolving exception events pertaining to patient results. You will assist the Exception Handling Resolution group in day-to-day quality control, exception cases resolution and internal/external outreach and documentation. You are responsible for ensuring that the documentation of procedures related to resolving exception cases meets all regulatory requirements, reviewing data for accuracy, and issuing test reports in a timely manner.

Job Responsibilities

Reporting to the Sr. Exception Handling Resolution Supervisor, you will be supporting the Clinical Lab department in ensuring the timely and complete resolution of any exception handling events as it pertains to Medical Records and patient data. Duties include:

• Ensure problem log resolution, GDP documentation and interdepartmental collaboration
• Triage exception handling requests and external inquires
• Report quality issues directly to the Clinical Laboratory Director
• Maintain and manage personal daily performance and workload 
• Execute procedures to resolve problem log cases in a timely manner
• Escalate problem log cases to appropriate parties when necessary
• Review issues regarding problem cases with Sr. Exception Handling Resolution Supervisor, Clinical Laboratory Director, and Laboratory Management team to get direction for troubleshooting and next step directions
• Follow all policies and procedures for exception handling workflows
• Follow all company policies and procedures
• Follow quality assurance and quality control programs, taking corrective action when necessary
• Monitor Xifin rejection queue, when necessary
• Monitor and makes appropriate outreach for LCD Manual review queue, when necessary
• Monitor inquiries from the Accessioning and Portal queue in addition to the Medical Records email account 
• Understand and recognize laboratory information system alerts and flags and takes the appropriate action
• Recognize when information presented on requisitions is unclear and ambiguous and knows and follows corrective actions to be taken
• Assist in the drafting of result reports within the scope of the position
• Communicate with staff to ensure highest level quality of work for each specimen received
• Effectively communicate via written, verbal, face-to-face, telephone, and computer methods
• Provide excellent patient and provider care at all times
• Respect and maintain the confidentiality of information relative to clients and patients
• Maintain CAP/CLIA compliance

Requirements

• Bachelor’s degree or higher in a healthcare program is preferred, but not required
• Experience with laboratory information systems and/or electronic health records system
• Excellent customer service skills and history of conflict resolution
• History of developing and maintaining controlled procedures
• Ability to work independently in an extremely fast-paced, dynamic environment
• Must be a team player with good interpersonal skills
• Excellent problem-solving, organization, and communication skills
• Proficient in Microsoft Office Suite
• Able to be onsite at our Waltham, MA laboratory 9:00am - 5:30pm EST

Compliance Responsibilities

Health Insurance Portability and Accountability Act (HIPAA) is a federal law that describes the national standards to protect sensitive patient health information from being disclosed without the patient’s consent or knowledge. All roles at Naveris require compliance with legal and regulatory requirements of HIPAA and acceptance and adherence to all policies and standards at Naveris. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete HIPAA training when joining the company.

Why Naveris?

In addition to our great team and advanced medical technology, we offer our employees competitive compensation, work/life balance, remote work opportunities, and more!

Naveris is an Equal Opportunity Employer

Naveris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We don’t just accept differences - we celebrate and support them. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Salary Range : $24.04 – $28.85 per hour