Teams at Baylor Genetics

Manages onboarding, engagement, retention, and issue resolution for existing clients. Provides white-glove support, conducts quarterly business reviews, monitors client activity, documents interactions in Salesforce, and represents customer feedback internally. Coordinates with sales, logistics, product, laboratory, and other cross-functional teams to deliver kits, resolve issues, manage timelines, and support client adoption and utilization.

Owns the Order to Result customer experience strategy, roadmap, and improvement portfolio from actionable order through result finalization. Translates patient, provider, and business needs into requirements and process improvements; prioritizes initiatives; coordinates cross-functional stakeholders across healthcare, laboratory, technology, and commercial teams; and leads implementation, adoption, measurement, and governance. The role influences senior leaders and drives outcomes without direct authority in a regulated healthcare environment.

Owns the strategy, roadmap, and improvement portfolio for early patient and provider experiences through actionable order completion. Translates customer and business needs into requirements, user stories, workflows, and acceptance criteria. Leads cross-functional prioritization, implementation, governance, measurement, and post-launch evaluation across healthcare, laboratory, technology, commercial, and operational teams. Influences senior leaders and drives outcomes without direct authority.