Genetic Testing Customer Support Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for healthcare providers, patients, and internal teams concerning inquiries related to genetic testing.

• Deliver precise information regarding test requirements, sample collection procedures, turnaround times, and billing questions.

• Address inquiries through various channels such as phone, email, and online platforms.

• Aid in processing test orders while ensuring the completeness and accuracy of submitted information.

• Monitor test progress and offer timely updates on status, results, and additional requirements.

• Collaborate with laboratory teams to facilitate smooth processing and resolve any issues that arise.

• Maintain comprehensive and accurate records of customer interactions, test orders, and communications.

• Ensure adherence to regulatory guidelines and company policies.

• Assist patients and providers with pre-authorization and reimbursement processes.

• Recognize common customer challenges and work with internal teams to enact service enhancements.

• Contribute to the development of FAQs, instructional materials, and training guides.

• Engage in continuous training on genetic testing offerings, policies, and industry best practices.

⛳️ Requirements

• A Bachelor’s degree in Genetics, Biology, Healthcare Administration, or a related discipline is preferred; relevant experience in a healthcare or customer support role may be considered.

• At least 2 years of experience in customer service, healthcare administration, or coordination of genetic testing.

• Previous experience in a clinical laboratory, genetic testing, or healthcare environment is preferred.

• Familiarity with medical terminology, genetic testing procedures, and insurance verification is essential.

• Excellent communication skills, with the ability to build relationships and deliver exceptional customer support.

• Proficient in managing and processing test orders with both accuracy and efficiency.

• Capable of troubleshooting customer issues and identifying effective solutions.

• Skilled in prioritizing tasks, managing multiple cases at once, and meeting deadlines.

• Comfortable utilizing CRM systems, laboratory information systems (LIS), and customer support platforms.

• Able to work collaboratively across laboratory, sales, billing, and client services teams.

• Adaptable to a fast-paced environment with the ability to adjust to shifting priorities.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and continuing education.

• Supportive work environment with a focus on teamwork and collaboration.