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.

Customer Engagement Specialist

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

Target hiring date: January 13 2025

Purpose

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.

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
• Working knowledge of 3^rd 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

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.

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.