Job Summary:
The Genetic Testing Customer Support Coordinator will provide support throughout the genetic testing process for clients, ensuring seamless communication, timely issue resolution. and coordination between the laboratory, clients, and other involved parties, while ensuring a positive customer experience. This role requires exceptional organizational skills, attention to detail, and the ability to communicate effectively with clients and internal teams.
Qualifications and Experience:
- Bachelor’s degree in a related field (biology, genetics, healthcare administration, Business Administration, Communication, etc.) or equivalent experience.
- Proven experience (at least 3/4 years) in a customer facing coordinator or support role, preferably in a healthcare, genetics, or laboratory setting.
- Strong organizational skills and attention to detail with the ability to manage multiple tasks simultaneously.
- Excellent communication skills (verbal and written) and the ability to interact professionally with clients and internal teams.
- Familiarity with genetic testing procedures and terminology (preferred).
- Proficiency in using CRM software or other relevant tools for managing client interactions and data.
- Problem-solving skills: Strong analytical skills and the ability to remain calm under pressure.
Duties and Responsibilities:
- Client Liaison: Act as the primary point of contact for clients seeking genetic testing services, providing information, guidance, and support throughout the testing process.
- Coordination: Manage the logistics of sample collection, transportation, and processing between clients and the laboratory, ensuring accuracy and compliance with established protocols.
- Issue Resolution: Diagnose and troubleshoot client-reported issues, escalating complex problems to senior support personnel when necessary, and ensuring timely resolution.
- Product Knowledge: Develop a deep understanding of our products/services to accurately address client queries and provide guidance on usage and features.
- Documentation: Maintain detailed records of client information, testing requests, and communication to ensure accuracy and traceability.
- Collaboration: Work closely with laboratory personnel, healthcare providers, and other stakeholders to facilitate seamless testing processes and resolve any issues that may arise.
- Quality Assurance: Ensure compliance with regulatory standards for customer complaint reporting by promptly identifying and documenting all complaints within the designated timeframe. Work closely with Quality and internal teams to address and resolve reported issues effectively.
- Client Education: Provide clear and concise explanations regarding testing procedures, timelines, and results to clients.
- Service Standards: Individually achieve all documented customer service levels.
- Feedback Collection: Gather feedback from clients, identifying recurring issues or improvement opportunities and escalating them to the appropriate teams.
- Additional duties as assigned.
Physical Demands and Work Environment:
- Frequently required to sit.
- Frequently required to stand.
- Frequently required to utilize hand and finger dexterity.
- Frequently required to talk or hear.
EEO Statement:
Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.
