Customer Engagement Specialist

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. 

This is a full-time, on-site position in Gaithersburg, MD

Summary  

We operate with the 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.  

Job 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 

 People Manager 

• No  

Education, Experience, and Skills 

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 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.

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. 

 Certificates, Licenses, Registrations 

• None  

Work Environment 

This is a fully onsite position. The employee will work from our office location in Gaithersburg, MD five days per week. Work is performed in a professional office setting with standard lighting, temperature control, and low to moderate noise levels. Standard office equipment including computer, phone, and video conferencing tools are used. Your standard work schedule and hours will be established in collaboration with your leader and may be adjusted to align with evolving business needs. 

Physical Demands 

This is a sedentary role requiring prolonged periods of sitting while working at a computer. Physical demands include: 

• Sitting for extended periods (up to 8 hours per day) 
• Repetitive use of hands and fingers for typing and mouse operation 
• Visual acuity for reading computer screens and documents 
• Ability to communicate effectively via phone and video calls 
• Occasional lifting of up to 10 pounds (office supplies, equipment) 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. 
 
Acknowledgements 

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions and perform any other related duties, as assigned by their supervisor.