Customer Engagement Specialist

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

Proficiency in Microsoft Office, Excel, and Salesforce, with the ability to learn new systems, is a plus.

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.

Pay Transparency, Budgeted Range

$21 — $26 USD

A culture that plays to win, because patients are counting on us​

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.​

2. Think bigger (stretch beyond, courage not consensus)​

We push past the obvious. We challenge assumptions, raise the bar, and make thoughtful, decisive calls — choosing progress over perfection.​

3. Grow fast (be curious, speak up, be agile)​

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.

At GeneDx, we believe in taking care of our people. We provide competitive compensation and benefits that reflect local market practices and legal requirements in each country where we operate