Customer Engagement Specialist

About the role

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, benefiting society as a whole.
• Genomics will radically transform therapeutic development, bringing better therapies to patients faster, and patients should control and 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.

Responsibilities

• Provide exceptional customer service to patients and healthcare providers.
• Manage multiple tasks and prioritize effectively in a fast-paced environment.
• Ensure compliance with healthcare regulations and established protocols.
• Maintain accuracy in entering and handling patient information and medical documentation.
• 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.

Requirements

• 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.
• Passion for providing excellent customer service in the healthcare industry.
• Ability to multitask in a fast-paced environment.
• Ability to handle stressful or difficult situations 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.

Qualifications

• 1-3 years of clinical laboratory, physician’s office, and/or healthcare, insurance, and/or billing customer service experience preferred.
• Bilingual preferred.

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

• 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.

Pay

Budgeted range: $21—$26 USD

Benefits

At GeneDx, we believe in taking care of our people. We provide competitive compensation and benefits that reflect local market practices and legal requirements in each country where we operate, helping employees thrive both professionally and personally.

We welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law.

Our culture is shaped by urgency and purpose: helping patients get diagnosed earlier. Our mission drives our team to make a tangible impact each day. Here’s what you can expect day to day:

• Play like a champion: Step up, redefine what’s possible, own it. We bring energy, focus, and a bias for action.
• Think bigger: Stretch beyond, courage not consensus. We push past the obvious and challenge assumptions.
• Grow fast: Be curious, speak up, be agile. We stay curious, ask questions, and share direct feedback with respect.