Associate Clinical Experience Analyst

CP360; Durban; On-site; ZAR 260,000 - 380,000; Full time

Job summary

ContactPoint360 is seeking an Associate Provider Support Specialist to assist providers ordering from PreventionGenetics’ portfolio. You will navigate test menus, explain processes, and coordinate paperwork and kit orders, contributing to efficient testing workflows.

The role emphasizes clinical and product knowledge, cross-functional collaboration, and data-driven analysis to improve provider experience and support the rare disease customer facing team.

Qualifications

• Bachelor’s degree in biology, genetics, or related field plus 2 years of clinical or lab experience; 4 years in genetics/healthcare or healthcare call center.
• Strong verbal communication skills; ability to explain complex clinical/genetic information to providers by phone.
• Ability to work weekdays, nights and/or weekends and overtime as needed.

Responsibilities

• Serve as primary contact for providers needing assistance ordering genetic testing from PreventionGenetics portfolio.
• Explain the genetic testing process, estimated report dates, delays, and holds to ordering providers.
• Maintain current knowledge of genetic testing methods and full product portfolio to assist providers accurately.
• Act as clinical liaison for internal/external customers; address elevated inquiries and document processes for Unsolicited Medical Inquiries.
• Monitor clinical metrics (inquiries, requests, complaints), identify trends and propose corrective actions.
• Document all information per SOPs while complying with HIPAA privacy requirements.

Skills

Verbal communication

Genetics knowledge

Healthcare call center experience

Clinical understanding

Education

Bachelor’s Degree in Biology, Genetics, or a related field

Job description

The Associate Provider Support Specialist who delivers operational support to providers ordering from PreventionGenetics' portfolio of over 200 genetic testing products. This role helps providers navigate the test menu, select the appropriate paperwork, order kits for sample collection, and understand the testing journey. This role will differentiate the needs of a test ordered via our clinical testing menu and sponsored testing menu and handle the requirements of each option. This individual will also be responsible for following up on outbound, lab-driven needs such as incomplete paperwork or new samples to complete testing. It combines product and clinical knowledge, training development, cross-functional collaboration, and data-driven analysis to improve workflows and enhance customer experience. This role will be in support of our rare disease customer facing team for PreventionGenetics.

What You'll Do:

Include but are not limited to the following:

• Serves as the point of contact for providers calling in need of assistance ordering genetic testing from PreventionGenetics' portfolio, matching test selection to test requirements.
• Reviews and explains genetic testing process with ordering providers, to explain estimated report dates, laboratory delays, and holds.
• Maintains current, in-depth knowledge of genetic testing methodologies and the full product portfolio in order to accurately assist providers in the genetic testing process.
• Acts as a clinical liaison for internal and external customers, addressing elevated inquiries and facilitating the elevation and documentation process for Unsolicited Medical Inquiries.
• Monitors clinical metrics (inquiries, requests, and complaints), identifies trends, and recommends corrective or preventive actions, including retraining or workflow adjustments.
• Documents all information according to standard operating procedures, in compliance with HIPAA privacy requirements.

What You'll Bring to the Table:

• Bachelor’s Degree in Biology, Genetics, or a related field and 2 years of relevant clinical or laboratory experience;) and 4 years of relevant experience in genetics, healthcare, or a healthcare call center campaign.
• Strong verbal communication skills, with the ability to clearly explain complex clinical and genetic information to providers by phone.
• Ability to work weekdays, nights and/or weekends and overtime as needed

Why Join Us?

• Make a meaningful impact by supporting health awareness and preventive care initiatives
• Work in a supportive, team-oriented environment where your contributions matter
• Opportunities for career growth and advancement—we promote from within
• A culture built on respect, empowerment, and collaboration
• The opportunity to help improve lives through meaningful outreach every day

Company Information

About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home.