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.

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.