Genomic Client Services Specialist

Genomic Client Services Specialist - Remote | Monday - Friday, 9:00 AM - 5:30 PM EST

Genomic testing is rapidly advancing, requiring extensive knowledge of the principles and practice of all areas of clinical and laboratory genetics as well as genetic counseling. The impact of genetic testing results for patients and their families are often complex and life changing, ranging from childbearing decisions to cancer prevention strategies. The Genomic Client Service Specialist will aid the Genomic Services team to ensure that clients and patients of Quest Diagnostics Incorporated receive genetics services, both consultative and laboratory, of the highest quality possible. Toward this end, the Genomic Client Service Specialist will provide support to the Genomic Science Specialists and Liaisons in all aspects of genetic testing, including Biochemical Genetics/Maternal Serum Screening, Cytogenetics, and Molecular Genetics Laboratories. Under the direction, or working with members of the Genomic Services organization, they will be responsible for assisting the Genomic Science Specialists and Genomic Coordinators in their role of providing client service and support for laboratory operations.

Pay Range: $25.00+ per hour

Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications obtained. Market and organizational factors are also considered. Successful candidates may be eligible to receive annual performance bonus compensation.

Benefits Information:
We are proud to offer best-in-class benefits and programs to support employees and their families in living healthy, happy lives. Our pay and benefit plans have been designed to promote employee health in all respects - physical, financial, and developmental. Depending on whether it is a part-time or full-time position, some of the benefits offered may include:

* Day 1 Medical/Dental/Vision for FT employees who work 30+ hours
* 15 PTO days first year
* Paid Holidays
* Annual Bonus Opportunity
* 401(k) with matching contributions
* Variable compensation plan (AIP) bonus
* Employee Stock Purchase Plan (ESPP)
* Employee Assistance Program (EAP)
* Blueprint for Wellness
* Tuition Reimbursement for undergraduate and graduate programs for FT employees who work 30+ hours
* Opportunities for career advancement
* Training provided!

• Handle all incoming calls and emails regarding reporting of results, request for consults, and other duties needed to provide customer satisfaction
• Troubleshoot both complex medical/technical and routine requests
• Report laboratory results to clients using established protocols
• Document reporting or call history in the patient file and maintain appropriate records
• Contact the client to resolve routine or medical/technical matters related to patient testing and result reporting
• Communication with client to Investigate status of expected patient results
• Use established protocols for reporting client concerns
• Provide research and resolution on complex medical/technical issues, including those that have been referred by general client services or regional business units
• May provide technical training to new hires
• Handle patient request for explanation of genetic test results
• May provide technical training to new hires and coach less experienced staff
• Recognize quality service issues and provide feedback to appropriate personnel on opportunities for improvement
• May be responsible for the delegation of work in the absence of the supervisor or manager
• Has ongoing responsibility for maximizing department quality and productivity by monitoring service levels and minimizing abandoned calls
• Management and procurement of multiple clinical databases, multiple laboratory systems, and other Software used for results reporting and publication purposes
• Ongoing education of general client services groups on general genomic inquiries
• Triaging calls and emails to appropriate members of GCSS and GSS teams
• Other duties as required to meet the customer's requirements

QUALIFICATIONS

Required Work Experience:

• Minimum 5 years clinical laboratory or customer service experience

Education:

• High School Diploma or Equivalent(Required)

Knowledge:

• Medical terminology required
• Previous medical or clinical laboratory background
• Microsoft Word, Excel, Power Point, Outlook and Sharepoint experience.

Skills:

• A collegial and collaborative nature
• High-energy work ethic
• Handle multiple tasks and work in a fast paced environment
• Strong written & verbal communication skills. Able to speak the English language clearly and effectively communicate to caller and peer group
• Strong organization & problem solving skills.
• Ability to work unsupervised, delegate work and make critical decisions during challenging situations
• Proven ability to accomplish tasks both independently and as a member of a team.
• Ability to independently set up and work a laptop and monitors
• Demonstrate Integrity and a commitment to values
• Willingness to accept additional responsibilities with a positive attitude and foster teamwork
• Exhibit comfortable interaction with technical staff and other departments
• Ongoing training and knowledge of genomics and genomic testing

Physical and Mental Requirements:

• The person must be able to sit (or stand) for long periods of time

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

2025-84539

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets