Essential Duties and Responsibilities
Include the following. Other duties may be assigned.
- Provides clinical support to patients and clinics regarding PGT-A, with specific focus on test limitations, NGS platform, Mitosure, and mosaicism.
- Provides clinical support to patients and clinics regarding PGT-M, with specific focus on test limitations/allele dropout.
- Serves as a key point of contact for PGT-M cases, supporting communication between clinics, patients, and the internal PGT-M team throughout each case's life cycle.
- Provides clinical support to patients and clinics regarding PGT-SR, with specific focus on test limitations, differences versus PGT-A.
- Reviews patient billing and escalates calls to Clinical Support Supervisor and/or billing associates.
- Manages communication and coordination between clinics, patients, third parties, and internal teams to investigate, troubleshoot, and resolve result discrepancies.
- Understands the role of genetic counselors pre and post-test and submits referrals as indicated based on needs of the patient and clinic policies.
- Communicates directly with genetic counselors to provide relevant details/context of complex referrals.
- Manages inbound and outbound phone calls, and email requests. Professionally handles all incoming requests from customers and clients and ensures that issues are resolved promptly and thoroughly.
- Maintains detailed documentation of all tasks and communication via electronic logs/LIS.
- Facilitates communication of all new case inquiries and requests an audience with our clinical review team.
Qualifications
- Bachelor’s degree in biology, genetics, or related field.
- 2+ years experience in patient care/customer support in a healthcare/laboratory setting.
- Experience with IVF recommended.
- Excellent communication skills, both oral and written.
- Experience working with cross-functional teams.
- Clinical IVF experience is a plus.
- Clinical laboratory experience is a plus.
- Familiarity with genetic counseling.
- Ability to multitask and prioritize tasks to meet varying deadlines.
- Excellent customer service and the ability to maintain a positive, empathetic, and professional attitude toward patients and clients.
Physical Requirements
- Repetitive movement of hands, arms, legs and fingers (typing and/or writing).
- Exposure to general office environment conditions.
- Sitting, with occasional walking, standing, stooping and moving about.
- Occasionally required to lift up to 25 pounds.
Job Type: Full-time
Pay: $24.00 - $26.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
