Genomics Customer Success & Support Specialist

GeneDx; Gaithersburg (MD); On-site; USD 29,000 - 36,000; Full time

Job summary

GeneDx is seeking a Client Engagement Specialist for an on-site role in Gaithersburg, MD. You will provide exceptional customer service, facilitate laboratory communications, and release results to healthcare professionals and patients while handling inquiries by phone or electronically.

The role requires strong medical terminology knowledge, accurate data entry, and proficiency with MS Office and Salesforce.

Qualifications

• 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 multitask in a fast-paced environment.
• Ability to handle stressful or difficult situations with the ability to de-escalate calmly and professionally.
• Comfortable interacting with technical staff and other departments.
• Proficiency in Microsoft Office, Excel, and Salesforce, with the ability to learn new systems, is a plus.

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

Skills

Medical terminology

Customer service

Data entry

Communication

Multitasking

Phone etiquette

Team interaction

Tools

Microsoft Office

Excel

Salesforce

Job description

GeneDx is seeking a Client Engagement Specialist for an on-site role in Gaithersburg, MD. You will provide exceptional customer service, facilitate laboratory communications, and release results to healthcare professionals and patients while handling inquiries by phone or electronically.

The role requires strong medical terminology knowledge, accurate data entry, and proficiency with MS Office and Salesforce.