• Assist customers via phone, email, chat, or WhatsApp; • Resolve questions and record interactions with care and efficiency; • Forward requests to the appropriate departments; • Ensure a positive experience from start to finish!

• Reports to the Executive Director, Head of US Market Access (USMAx) • Responsible for the strategy, enablement, tactical execution, and performance of all of Kite’s US customer experience, patient access, and reimbursement support services • Partners with the Customer Experience team, Quality Assurance, Supply Chain Logistics, and other cross-functional partners to ensure optimal patient access and fulfillment of cell therapy for all eligible patients • Develops and manages SOPs for Patient Services Team to provide superior patient assistance services • Responsible for the continued development, maintenance, and performance of KiteKonnect.com and all relevant and connected tools and resources • Serves as an internal/external point-of-contact for all relevant business issues related to the Kite Konnect Hub

• Provide customer support via inbound interactions for major brands • Assist customers with questions, service requests, account needs, and product support • Use guided systems and resources to deliver high-quality customer care • Maintain professionalism, accuracy, and brand alignment • Handle service-focused responsibilities in a structured support role

Role Description As a Customer Care Specialist, you will be the cornerstone of our customer care team. Your primary mission is to ensure that healthcare providers and patients receive unparalleled service and support. You will handle customer inquiries with empathy, professionalism, and efficiency. By actively collaborating with internal teams such as Sales, Laboratory, and Billing, you will resolve issues promptly and enhance the overall customer experience. - Order Management: Efficiently manage and monitor orders and cases from submission to completion, ensuring timely resolutions and clear communication with customers. - Physician Outreach: Perform outbound communication with physician offices through phone, fax, email, and other channels to efficiently resolve order issues. - Inbound Calls: Address inbound calls with empathy and precision, resolving customer inquiries and providing comprehensive support. - Collaboration: Partner closely with the Sales team to anticipate customer needs, drive growth, and enhance customer retention through proactive solutions and positive relationships. - Trend Analysis: Collect and analyze customer feedback and trends to develop actionable strategies for continuous improvement, sharing insights with relevant teams. Qualifications - A bachelor's degree (B.A. or B.S.) is preferred. Relevant experience may be considered in lieu of the education preference. - 2+ years of experience in customer service within healthcare, biotech, or laboratory settings; oncology experience is preferred. - Understanding of effective order and case management practices. - Familiarity with CRM tools, preferably Salesforce. - Strong organizational and time-management skills to prioritize tasks, handle multiple projects, and meet deadlines. - Analytical skills to evaluate data, trends, and customer feedback, identifying improvement opportunities and providing data-driven insights. - Strong interpersonal skills, including active listening, empathy, and problem-solving. - Proven success in managing orders and cases with high-performance outcomes. - Flexibility to adapt to evolving business needs and industry trends with an agile, solution-focused mindset. - Expertise in partnering with a Sales team to drive growth and customer retention. - Must demonstrate or acquire a comprehensive understanding of PHI protection, adhere to HIPAA compliance standards, and follow established laboratory procedures. Requirements - 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: $28 — $31 USD Benefits - 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. - We are committed to fostering an inclusive workforce, where diverse backgrounds are represented, engaged, and empowered to drive innovative ideas and decisions. - Recognized as a 2024 Certified™ Great Place to Work® in both the US and Israel.