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
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.
~
Science - Minded, Patient - Focused.
At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.
Experts in what matters most.
With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry’s genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.
SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES.
From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:
TECHNICAL EXPERTISE
- High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
- Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.
CLINICAL EXPERTISE
- Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
- Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
- Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.
Learn more About Us here.
At GeneDx, we're driven by urgency and purpose: helping patients get diagnosed earlier. Our mission, to empower everyone to live their healthiest life through genomics, drives our team to make a tangible impact each day – and shapes our culture where high standards, strong teamwork, and meaningful ownership are the norm. We act with intention, support one another, and deliver work we're proud to put our names on.
Here’s what you can expect day to day:
1. Play like a champion (step up, redefine what’s possible, own it)
We bring energy, focus, and a bias for action. We step up, take initiative, and deliver on our commitments – with quality, speed, and care.
We push past the obvious. We challenge assumptions, raise the bar, and make thoughtful, decisive calls — choosing progress over perfection.
We stay curious, ask questions, and share direct feedback with respect. We adapt quickly and keep learning through collaboration and continuous improvement.
If you’re motivated by meaningful work, a fast-moving environment, and teammates who care deeply about outcomes, you’ll thrive at GeneDx.
Benefits include:
- Paid Time Off (PTO)
- Health, Dental, Vision and Life insurance
- 401k Retirement Savings Plan
- Employee Stock Purchase Plan
- Employee Discounts
- Voluntary benefits
- Programs for parents and parents-to-be
- We provide expert support for family planning, pregnancy, and postpartum care, including up to 22 weeks of fully paid parental leave (U.S.) and up to $25K annually for fertility, adoption, or surrogacy.
GeneDx is an Equal Opportunity Employer.
All privacy policy information can be found here.
Skills Required
- 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
- Ability to communicate clearly and effectively
- Passionate about providing excellent customer service in the healthcare industry
- Must be able to multi-task in a fast-paced environment
- Ability to handle stressful or difficult situations calmly
- Comfortable interacting with technical staff
What We Do
GeneDx is focused on delivering personalized, actionable insights that improve health outcomes. We sit at the intersection of diagnostics and data science, pairing decades of genomic expertise with an unmatched ability to interpret clinical data at scale. Our exome and genome testing is among the best in the industry. We expect that it will be even more advanced in the future with the help of Centrellis®, our innovative health information platform. Powered by millions of medical records, Centrellis® integrates digital tools with artificial intelligence to ingest and synthesize clinical and genomic data. As a result of our robust test menu, including our exome and genome testing, and the comprehensive insights generated by Centrellis®, we are developing a more complete understanding of complex disease than ever before. This translates to faster diagnosis, more effective treatment plans, and enhanced drug discovery. Our offerings help a whole spectrum of healthcare partners -- clinicians, researchers, health systems, pharmaceutical companies, and payors -- improve patient experiences and advance population health
