Job Description

At Caris, we understand that cancer is an ugly word—a word no one wants to hear, but one that connects us all. That’s why we’re not just transforming cancer care—we’re changing lives.

We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: “What would I do if this patient were my mom?”That question drives everything we do.

But our mission doesn’t stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare—driven by innovation, compassion, and purpose.

Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins.

The Customer Support Specialist for Caris Detect serves as a primary point of contact for clients and healthcare providers utilizing Caris’ advanced multi-cancer early detection test (MCED). This role ensures an exceptional customer experience by providing technical assistance, case support, issue resolution, and cross-functional coordination related to Caris Detect services and reporting platforms. At Caris Life Sciences, we are transforming precision medicine through advanced molecular science and innovative diagnostic technologies. As part of the Caris Detect team, you will directly support clients considering or that have purchased our MCED testing as well as providers delivering personalized cancer care — impacting lives every day. The ideal candidate has experience supporting healthcare providers, laboratories, or enterprise diagnostic platforms and thrives in a fast-paced, patient-impacting environment.

Job Responsibilities

• Serve as first-line support for Caris Detect customers including individual clients, healthcare providers, pathology labs, hospital systems, and enterprise partners.

• Respond to inquiries regarding test ordering, specimen status, reporting access, billing questions, and technical issues.

• Troubleshoot user access, portal navigation, and system-related concerns

• Document all interactions accurately in CRM and case management systems.

• Escalate complex issues to appropriate internal teams (IT, Operations, Billing, Clinical, Sales).

• Assist clients with Caris Detect or EverlyWell portal access, account setup, and report retrieval.

• Collaborate with IT and product teams to identify and resolve recurring issues.

• Support user training as needed.

• Partner with Operations, Laboratory, Clinical, Billing, and Commercial teams to ensure seamless resolution of customer issues.

• Communicate service updates, system enhancements, and process changes to customers when appropriate.

• Identify trends and recurring challenges and provide feedback to leadership for process improvement.

• Support integration with external partners to ensure seamless client experience

• Maintain HIPAA compliance and protect patient health information (PHI).

• Adhere to company SOPs, quality standards, and regulatory requirements.

• Support audit preparation and documentation as required.

Required Qualifications

• High School Diploma or equivalent required.

• 2+ years of customer support experience (healthcare, diagnostics, biotech, or SaaS preferred).

• Strong problem-solving and troubleshooting skills.

• Experience using CRM systems (Salesforce or similar preferred).

• Excellent verbal and written communication skills.

• Ability to manage multiple priorities in a high-volume environment.

• High attention to detail and strong organizational skills.

Preferred Qualifications

• Experience in molecular diagnostics, oncology, pathology, or laboratory operations.

• Familiarity with healthcare workflows (test ordering, specimen tracking, result reporting).

• Knowledge of HIPAA and healthcare compliance requirements.

• Experience supporting enterprise healthcare accounts.

• Technical aptitude with healthcare IT systems and integrations.

Physical Demands

• Must possess ability to sit and/or stand for long periods of time.

• Must possess ability to perform repetitive motion.

• Ability to lift to 30 pounds.

Training

• All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.

Other

• This position may require some evenings, weekends and/or holidays.

Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check( applicable for certain positions) and reference verification.

This job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.