Genomic Client Services Specialist (Remote)

Job Description

Genetic testing and counseling are rapidly advancing areas of medical genetics, 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 of Quest Diagnostics Incorporated receive genetics services, both consultative and laboratory, of the highest quality possible.  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, he/she will be responsible for assisting the Genomic Science Specialists and Genomic Coordinators in their role of providing client service and support for laboratory operations. 

Responsibilities:

• Handle all customer inquiries by telephone and email regarding reporting of results, concerns of service failures 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 samples  
• 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. 
• Coach less experienced staff. 
• Recognize quality service issues and provide feedback to appropriate personnel on opportunities for improvement. 
• May assist Group Leader in 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 used for results reporting and publication purposes. 
• Ongoing education of general client services groups on general genetics inquiries. 
• Obtain incoming prenatal intake information from health care providers wishing to send in prenatal samples and triage to the genomic science specialists. 
• Triaging calls and emails to appropriate members of GCSS and GCS teams 
• Other duties as required to meet the customer’s requirements 

Qualifications:

Required Work Experience:   

CSR II with a minimum 5 years clinical laboratory or customer service experience will be considered. 

Preferred Work Experience: 

N/A

Physical and Mental Requirements: 

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

Knowledge:  

• Medical terminology required 
• Previous medical or clinical laboratory background  
• Word, Excel, etc. skills helpful 

Skills:

• Must be able to handle multiple tasks and work in a fast paced environment 
• Ability to handle stressful situations and demonstrate a potential for strong independent problem solving skills. 
• Must have strong problem solving skills 
• Must be able to operate basic office equipment. 
• Must demonstrate Integrity and a commitment to values. 
• Willingness to accept additional responsibilities with a positive attitude and foster teamwork.  
• Must exhibit comfortable interaction with technical staff and other departments. 
• May handle specimens. 
• Ongoing training and knowledge of genetics and genetic testing 
• Must have strong communication skills.  Able to speak the English language clearly and effectively communicate to caller and peer group. 

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