Customer Engagement Specialist
Updated on 3/1/2024
GeneDx

501-1,000 employees

Personalized health insights through genomic testing and data science.
Company Overview
GeneDx stands out as a leader in the genomic diagnostics industry, leveraging its extensive genomic expertise and advanced data science capabilities to deliver personalized health insights. The company's exome and genome testing, recognized as among the best in the industry, coupled with the comprehensive data synthesis provided by their health information platform, Centrellis®, enables a deeper understanding of complex diseases, leading to quicker diagnoses and more effective treatment plans. Their commitment to improving patient experiences and advancing population health is evident in their robust test menu and their proactive approach to ensuring timely testing and billing, as demonstrated by their clear communication guidelines for 2023 billing.
AI & Machine Learning
Consumer Goods
Data & Analytics
Financial Services

Company Stage

N/A

Total Funding

$150M

Founded

2000

Headquarters

Stamford, Connecticut

Growth & Insights
Headcount

6 month growth

-3%

1 year growth

8%

2 year growth

38%
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Customer Service
CategoriesNew
Medical, Clinical & Veterinary
Customer Success & Support
Requirements
  • Availability Monday - Friday between 8:00am-8:00pm, EST for an 8-hour shift
  • Knowledge of medical terminology
  • Strong data entry skills with high accuracy and attention to detail
  • Working knowledge of 3rd party payor policies, including prior authorizations and medical benefits
  • Excellent phone etiquette and interpersonal skills
  • Ability to communicate clearly and effectively
  • Passionate about providing excellent customer service in the healthcare industry
  • Ability to multi-task in a fast-paced environment
  • Ability to handle stressful or difficult situations with the ability to deescalate calmly and professionally
  • Comfortable interacting with technical staff and other departments
  • Driven and focused minded to work within a remote setting
  • 1-3 years clinical laboratory, physician’s office, and/or healthcare, insurance and/or billing customer service experience (Preferred)
  • Bilingual preferred (Preferred)
Responsibilities
  • Provide exceptional customer service to patients and healthcare providers
  • Answer incoming calls and respond to inquiries promptly and professionally
  • Enter and maintain accurate patient information into systems
  • Place client supply orders and arrange for medical kit shipments
  • Review and manage consent forms, medical hold forms, faxes, and work in inbound and outbound queues
  • Utilize medical terminology for clear communication with patients and healthcare professionals
  • Report laboratory results following established protocols and assist clients with test requirements, specimen submission, and other laboratory policies and procedures
  • Analyze and resolve customer concerns or issues effectively by utilizing appropriate resources
  • Work with clients for missing information such as insurances, ICD 10/CPT, notes, consents, and demographics
  • Collaborate with other team members to ensure a seamless customer experience
  • Address billing inquiries from clients and patients including benefit investigation questions and prior authorization questions
  • Contact clients and insurance companies to obtain necessary information for prior authorization and claim submission
  • Provide client education/reeducation regarding general billing and non-billing related issues as needed
  • Understand and successfully navigate within the various payor types including Accountable Care Organizations (ACOs), Cash Pay, Commercial/Private Payors (Regional, National Plans), Medicare (Part A and B Carriers), Medicaid (Fee for Service, Managed Care organizations)
Desired Qualifications
  • Bilingual preferred