Customer Experience Assoc

Role overview

This Customer Experience Associate role supports a genetics diagnostics organization by serving as the front-line contact for patients, medical professionals, lab personnel, channel partners, and internal teams across domestic and international channels. The position focuses on resolving inquiries, gathering missing information, and ensuring smooth processing of submitted test samples through phone and electronic communications.

Responsibilities

- Handle inbound and outbound calls and digital messages to collect missing patient, physician, billing, insurance, and test-request information needed to advance submitted samples. - Communicate test status, resend or coordinate resending of issued results, schedule mobile phlebotomy appointments, and triage technical issues or clinical inquiries to appropriate staff. - Process account setup, kit and supply orders, pre-filled requisition requests, and order tracking in support of the sales team. - Investigate and respond to inquiries and complaints about missing or delayed samples and reports, perform customer verifications, and escalate unresolved issues as needed. - Maintain accurate account records by documenting every customer interaction, communication, action, and follow-up step. - Build working knowledge of the organization's genetic test menu, sample requirements, turnaround times, and HIPAA-related privacy practices, and assist with mentoring and onboarding new team members.

Requirements

- High school diploma or equivalent required; a two- or four-year undergraduate degree or relevant certification preferred. - At least two years of prior customer service experience. - Demonstrated experience supporting customers by phone and in writing with professionalism and strong attention to detail. - Intermediate proficiency with Microsoft Office and Google Workspace applications including Drive, Gmail, Docs, and Sheets. - Ability to analyze, escalate, or resolve customer questions within established protocols while adapting to ongoing change. - Working knowledge of HIPAA policy and procedures, with a commitment to maintaining required training.

Nice to have

- Multilingual abilities. - Hands-on experience with Salesforce CRM, LIMS, Twilio, or comparable virtual telephony platforms. - Skills in data gathering, sorting, maintenance, and analysis.

Benefits and work setup

- Remote position based in the USA with an hourly pay range of $18.00 to $20.75 USD. - Comprehensive medical, dental, vision, life, and disability coverage for eligible employees and their dependents. - Free genetic testing for employees and immediate families, along with fertility care benefits. - Pregnancy and baby bonding leave, 401(k) plan, commuter benefits, and an employee referral program.