CLIENT ENGAGEMENT SPECIALIST

GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.

Must be available Monday thru Friday - 8:00am - 8:00pm EST for an 8 hour shift

SUMMARY

We operate with conviction that what is best for our customers (patients, their families and the clinicians, payers and partners who serve them) must be embedded in every aspect of our work.

At GeneDx we believe:

Genomic information has broad utility, and every person should have access to their genome delivered expertly, ethically, and responsibly -- to guide health decisions throughout life.
The transition from hypothesis-based to genome-guided healthcare will improve outcomes for patients and the healthcare system that benefit society as a whole.
Genomics will radically transform therapeutic development, bringing better therapies to patients, faster; and patients should control and can direct the use of their genomic information to benefit both themselves and advance scientific understanding that helps others.

In support of these beliefs, we value:

Openness, Accountability, Simplicity, Curiosity, Rigor, Efficiency, Equitability, Integrity, Humility, and Bravery.

Through this value system we aim to revolutionize healthcare and change lives by unlocking the answers from within, bringing better health from genomics to patients around the world.

More about the role

The Client Engagement Specialist will provide exceptional customer service, and laboratory related communication regarding specimen submissions. This also includes releasing results to healthcare professionals, and their patients. As well as, handling all customer service contact received by telephone and/or electronically.

Essential Duties and Responsibilities

Provide exceptional customer service to patients and healthcare providers
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Understanding of healthcare regulations and compliance requirements to ensure all activities are conducted in accordance with established protocols.
Ensure accuracy in entering and maintaining patient information and handling medical documentation.
Ability to communicate effectively with patients, healthcare providers, and team members both verbally and in writing.
Answer incoming calls and respond to inquiries promptly and professionally
Place client supply orders and arrange for medical kit shipments
Review and manage consent forms, medical hold forms, faxes, and work in inbound and outbound queues
Utilize medical terminology for clear communication with patients and healthcare professionals
Report laboratory results following established protocols and assist clients with test requirements, specimen submission, and other laboratory policies and procedures
Analyze and resolve customer concerns or issues effectively by utilizing appropriate resources.
Work with clients for missing information such as insurances, ICD 10/CPT, notes, consents, and demographics
Collaborate with other team members to ensure a seamless customer experience
Provide client education/reeducation regarding general billing and non-billing related issues as needed

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge of medical terminology to effectively communicate with patients and healthcare providers
Strong data entry skills with a high level of accuracy and attention to detail
Excellent phone etiquette and interpersonal skills to provide outstanding customer service
Ability to communicate clearly and effectively
Passionate about providing excellent customer service in the healthcare industry
Must be able to multi-task in a fast-paced environment

Ability to handle stressful or difficult situations with the ability to deescalate calmly and professionally
Comfortable interacting with technical staff and other departments

#LI-REMOTE

Driven and focus minded to work within a remote setting

Preferred

1-3 years clinical laboratory, physician’s office, and/or healthcare, insurance and/or billing customer service experience
Bilingual preferred

Competencies

Mathematical, computer, reasoning, and language skills at the professional level.

Benefits include:

Paid Time Off (PTO)
Health, dental, vision and life insurance
LT/ST disability plans
Flexible Spending Account (FSA)
401k retirement savings plan
Employee Discounts
Voluntary benefits

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This role may require travel for training.

#LI-REMOTE

Pay Transparency, Budgeted Range

$21—$26 USD

~

Science - Minded, Patient - Focused.

At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.

Experts in what matters most.

With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry’s genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.

SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES.

From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:

TECHNICAL EXPERTISE

High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.

CLINICAL EXPERTISE

Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.

Learn more About Us here.

Our Culture

At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, you're not just taking on a job—you're joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:

Be bold in our vision & brave in our execution.
Communicate directly, with empathy.
Do what we say we're going to do.
Be adaptable to change.
Operate with a bias for action.

Benefits include:

Paid Time Off (PTO)
Health, Dental, Vision and Life insurance
401k Retirement Savings Plan
Employee Discounts
Voluntary benefits

GeneDx is an Equal Opportunity Employer.

All privacy policy information can be found here.

Job Description

About Genedx

Perks & Culture

✨Quick Tip

Job Description

About Genedx

Perks & Culture

✨Quick Tip