Clinical Operations Associate

CareDx is a leading precision medicine diagnostics company advancing care in transplant, specialty oncology, and cell therapy. Through our innovative portfolio of molecular diagnostics, digital health solutions, AI-powered data and analytics, and patient support services, we partner with healthcare providers, patients, and biopharma organizations to help inform clinical decision-making and improve patient outcomes.
Within CareDx's Specialty Oncology business, we are focused on improving the management of HPV-driven cancers through innovative diagnostic solutions. NavDx®, our blood-based DNA test, helps clinicians detect molecular signs of disease recurrence, monitor treatment response, and guide patient management throughout the care journey. Our team is committed to expanding access to actionable insights that support more informed cancer care.
As a Clinical Operations Associate at CareDx, you will interact with medical professionals at leading clinics to provide support and problem resolution, ensuring their long-term success. You will use your knowledge of the healthcare industry and medical diagnostic processes to be a proactive and thorough problem solver, activating customer trust and confidence in CareDx.
You will be an integral part of our commercial team and be responsible for the day-to-day support as the lifeline to our customers and patients. Our customers include health care providers (physicians, nurses, clinical laboratory personnel), patients/caregivers, payers, and CareDx counterparts.
Responsibilities:
Build and maintain strong relationships with physicians, clinical staff, and healthcare institutions to ensure seamless NavDx ordering, reporting, surveillance management, and overall customer satisfaction.
Serve as a clinical and operational resource for provider offices by onboarding new customers, educating clinical teams, optimizing workflows, and supporting implementation of NavDx testing and surveillance protocols.
Act as the primary point of contact for operational customer support, resolving inquiries related to test ordering, results reporting, reimbursement, provider portal access, and other service-related needs in a timely manner.
Partner closely with the CLIA laboratory, reimbursement, Patient Navigation, Sales, and other cross-functional teams to ensure accurate order processing, timely specimen management, efficient claims processing, and uninterrupted patient access to NavDx testing.
Monitor provider ordering patterns, longitudinal testing adherence, and surveillance utilization to identify gaps, recommend process improvements, and drive operational excellence across customer accounts.
Lead initiatives to improve provider workflows, streamline ordering processes, increase provider portal adoption, and enhance the overall customer and patient experience.
Partner with Sales to develop and execute 360° account strategies by conducting and supporting center-specific and provider-specific testing utilization reviews, longitudinal patient testing analyses, and surveillance adherence assessments to identify growth opportunities and improve patient outcomes.
Maintain physician communication preferences and notification settings to ensure accurate and timely delivery of NavDx results and surveillance testing updates.
Ensure the accuracy, integrity, and maintenance of customer and patient data across internal systems through diligent documentation, validation, and process compliance.
Execute strategic and operational projects as assigned by Business Operations leadership to improve organizational efficiency and support company objectives.
Maintain compliance with all applicable regulatory, quality, and privacy requirements, including HIPAA, CLIA, FDA regulations, and CareDx policies and procedures.
Minimum Education, Experience, & Specialized Knowledge (Required):
Bachelor’s degree required, or equivalent combination of education and commensurate professional experience
2-5 years of successful full-time work in a fast-paced environment with a focus on clinical operations or analytics
Experience working in commercial-stage, high-growth life sciences or diagnostics companies OR working in a physician office, clinic or hospital providing support for patients and healthcare providers
Effective communicator with demonstrated ability to engage with customers
Experience engaging with healthcare professionals (nurses, physician assistants, physician office staff) is highly beneficial
Consistently operates at the highest level of integrity and does not compromise ethical standards
Proficiency in Excel, Salesforce.com, and Tableau with the ability to analyze data, create reports, and manage dashboards
Preferred Experience
Registered Nurse (RN)
Direct experience working in oncology
Required Core Competencies
Strategic Agility - comfortable navigating ambiguity and driving clarity in complex landscapes
Drive for Results in dynami