Clinical Experience Analyst - Provider Support & Genomics

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

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.