Customer Experience Associate

Role overview Support healthcare professionals, patients, laboratory teams, and other partners by resolving questions and coordinating the information needed to process genetic testing samples. The work spans phone and digital support, account requests, test status updates, and issue triage. Accuracy, clear communication, and careful handling of protected health information are central to the role.

Responsibilities - Contact customers to obtain missing patient, provider, billing, insurance, or test-request details required for sample processing. - Provide status updates, coordinate resending of results, and arrange mobile blood-draw requests. - Triage technical or clinical questions, routing clinical matters to genetic counseling staff when appropriate. - Process account changes, supply orders, pre-filled requisition requests, and order tracking for sales support. - Investigate complaints about missing or delayed samples and reports, verify customers, document interactions, and follow up or escalate unresolved issues. - Learn test requirements and help coach new team members while maintaining required training and privacy practices.

Requirements - High school diploma or equivalent; a college degree or certification is preferred. - At least 2 years of customer service experience, including phone and written support. - Knowledge of customer service and administrative procedures, with judgment to resolve or escalate issues under established protocols. - Strong organization, attention to detail, professionalism, and adaptability. - Intermediate ability with Microsoft Office and Google productivity tools. - Ability to protect sensitive health information and follow applicable privacy procedures.

Nice to have - Additional language skills. - Familiarity with customer relationship management, laboratory information, or telephony platforms, and experience gathering or analyzing data.

Benefits and work setup - Remote U.S. position. Listed pay range is $18–$21 per hour. - Benefits for eligible employees include medical, dental, vision, life and disability coverage, paid family leave, retirement benefits, and other support.