Genetic Testing Customer Support Coordinator

Job Summary:

The Genetic Testing Customer Support Coordinator serves as a key liaison between healthcare providers, patients, and internal teams to facilitate a seamless genetic testing experience. This role is responsible for providing exceptional customer support by assisting with test coordination, answering inquiries, processing orders, and ensuring timely communication throughout the testing process. The Coordinator will work closely with sales, laboratory, and client services teams to optimize the customer experience.

Education and Experience:

Education:

• Bachelor’s degree in Genetics, Biology, Healthcare Administration, or a related field preferred; equivalent experience in a healthcare or customer support role will be considered.

Experience:

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

• Experience working in a clinical laboratory, genetic testing, or healthcare setting is preferred.

• Familiarity with medical terminology, genetic testing processes, and insurance verification.

Key Responsibilities:

• Customer Support & Communication:

• Serve as the primary point of contact for healthcare providers, patients, and internal teams regarding genetic testing inquiries.

• Provide accurate information on test requirements, sample collection, turnaround times, and billing inquiries.

• Respond to inquiries via phone, email, and online platforms, ensuring a high level of professionalism and efficiency.

• Test Coordination & Processing:

• Assist in processing test orders and verifying completeness and accuracy of submitted information.

• Track test progress and provide timely updates to clients regarding status, results, and additional requirements.

• Coordinate with laboratory teams to ensure smooth processing and troubleshoot any issues that arise.

• Order Management & Documentation:

• Maintain detailed and accurate records of customer interactions, test orders, and correspondence.

• Ensure compliance with regulatory guidelines and company policies in all communications and documentation.

• Work with billing and insurance teams to support patients and providers with pre-authorization and reimbursement processes.

• Quality & Process Improvement:

• Identify common customer issues and collaborate with internal teams to implement solutions that enhance the service experience.

• Assist in the development of customer support materials, including FAQs, instructional documents, and training guides.

• Participate in ongoing training to stay updated on genetic testing offerings, policies, and industry best practices.

Skills and Competencies:

• Customer Service Excellence: Strong ability to communicate effectively, build relationships, and provide outstanding customer support.

• Attention to Detail: Ability to manage and process test orders with accuracy and efficiency.

• Problem-Solving: Capable of troubleshooting customer issues and identifying solutions.

• Organizational Skills: Ability to prioritize tasks, manage multiple cases simultaneously, and meet deadlines.

• Technical Proficiency: Comfortable using CRM systems, laboratory information systems (LIS), and customer support platforms.

• Team Collaboration: Works effectively across teams, including laboratory, sales, billing, and client services.

• Adaptability: Ability to work in a fast-paced environment and adapt to changing priorities.

Physical Demands and Work Environment:

• Frequently required to sit, stand, and use hand and finger dexterity.

• Regular use of phone, computer, and other office equipment.

• Fast-paced work environment with multiple priorities and interactions with healthcare professionals and patients.

EEO Statement:

[Company Name] is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status.

Note to Recruiters:

We value building direct relationships with our candidates and prefer to manage our hiring process internally. While we occasionally partner with select recruitment agencies for specialized roles, we do not accept unsolicited resumes from recruiters or agencies without a written agreement executed by the authorized signatory for Baylor Genetics ("Agreement"). Any resumes submitted to Baylor Genetics in the absence of an Agreement executed by Baylor Genetics' authorized signatory will be considered the property of Baylor Genetics, and Baylor Genetics will not be obligated to pay any associated recruitment fees.