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Customer Engagement Specialist

GeneDx Inc

GeneDx Inc

Customer Service, Sales & Business Development
United States
Posted on Thursday, November 16, 2023

GeneDx is a patient-centric health information company committed to revolutionizing healthcare and changing lives by unlocking the answers from within. With more than 20 years of expertise in diagnosing rare disorders and diseases, we have pioneered panels, exome and whole genome sequencing and have developed a proprietary genomic interpretation and information services platform in support of healthcare partners and patients globally. We create, follow, and are informed by cutting-edge science and technology. With one of the most sophisticated datasets of genomic information, we can identify new disease-causing genes, advancing the field of medicine through the detection, discovery, and diagnosis of genetic diseases.

Customer Engagement Specialist

Must be available Monday - Friday 11:30-8:00pm, EST for an 8-hour shift.


We operate with 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 Customer Engagement Specialist will provide exceptional customer service, billing support, 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.

Essential Duties and Responsibilities

  • Provide exceptional customer service to patients and healthcare providers
  • Answer incoming calls and respond to inquiries promptly and professionally
  • Enter and maintain accurate patient information into systems
  • 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
  • Address billing inquiries from clients and patients including benefit investigation questions and prior authorization questions
  • Contact clients and insurance companies to obtain necessary information for prior authorization and claim submission
  • Provide client education/reeducation regarding general billing and non-billing related issues as needed
  • Understand and successfully navigate within the various payor types including:
    • Accountable Care Organizations (ACOs)
    • Cash Pay
    • Commercial/Private Payors (Regional, National Plans)
    • Medicare (Part A and B Carriers)
    • Medicaid (Fee for Service, Managed Care organizations)

Supervisory Responsibilities

  • This job has no supervisory responsibilities.


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
  • Working knowledge of 3rd party payor policies, including prior authorizations and medical benefits
  • 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 multi-task in a fast-paced environment
  • Ability to handle stressful or difficult situations with the ability to deescalate calmly and professionally
  • Comfortable interacting with technical staff and other departments
  • Driven and focus minded to work within a remote setting


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


Mathematical, computer, reasoning, and language skills at the professional level.

Benefits include:

  • Paid Time Off (PTO)
  • Health, dental, vision and life insurance
  • LT/ST disability plans
  • Flexible Spending Account (FSA)
  • 401k retirement savings plan
  • Employee Discounts
  • Voluntary benefits

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This role may require travel for training.


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.


From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:


  • 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.


  • 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.


Essential on-site and customer facing employees may be required to provide proof of COVID-19 vaccinations. Medical or religious exemptions considered.

Benefits include:

  • Paid Time Off (PTO)
  • Health, Dental, Vision and Life insurance
  • 401k Retirement Savings Plan
  • Employee Discounts
  • Voluntary benefits

GeneDx is an Equal Opportunity Employer.

All privacy policy information can be found here.