Invitae is dedicated to bringing comprehensive genetic information into mainstream medicine to improve healthcare for billions of people. Our team is driven to make a difference for the patients we serve. We are leading the transformation of the genetics industry, by making clinical-grade genetic information affordable and accessible to guide health decisions across all stages of life. 

The Invitae Clinical Consult Team provides on-demand support to clients and patients accessing Invitae’s testing services. We are hiring a Clinical Consultation Data Analytics Specialist with a passion for providing an exceptional patient and client experience. This position offers the opportunity to work closely with an experienced team of board-certified medical geneticists and genetic counselors, genetic counseling assistants, and a variety of marketing, commercial, and other professionals who aim to bring comprehensive diagnostic and preventive genetic testing to the world. Excellent communication skills and customer service savvy are required. 

Responsibilities:

• Develop key performance metrics and use data and analytics to regularly monitor and support improvement efforts
• Monitor phone and case metrics on a weekly basis to ensure adherence to SLA, identify other key metrics for tracking agent and overall team performance
• Interface with Salesforce and Vonage support teams to collect, organize and analyze data, including establishing dashboards
• Go-to person for updates and revisions working with Salesforce and Vonage teams
• Support implementation and monitoring of clinical services in new and international markets

What you bring:

• Successful candidate will have a BS degree in an applicable field with a minimum of 3 years of demonstrated experience
• Experience building dashboards and working with data (required)
• Experience with Salesforce CRM, Tableau and Vonage (preferred)
• Operations experience working with a support function in a customer obsessed setting
• Experience working with international teams (preferred)
• Embodiment of the Invitae culture of honesty, transparency, team above the individual, grit and data-informed action
• A culture of calm while operating with a sense of urgency
• High-level thinking and creative problem solving
• “Can-do spirit ” - take initiative to get things done
• Ability to anticipate future needs, then plan and prioritize accordingly 
• A forward thinking approach that is not hindered by traditional models of customer service and patient care 
• Team focus - dedicated to helping and supporting teammates  succeed in delivering on Invitae’s mission
• Strong, effective, direct communication with exceptional written and oral communication skills
• Adaptability to Invitae’s dynamic environment, working in a rapidly-scaling company where priorities, projects and policies may shift quickly
• Excellent planning, organizational, and time management skills

At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.