Customer Engagement Specialist

• Provide exceptional customer service to patients and healthcare providers
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Understanding of healthcare regulations and compliance requirements to ensure all activities are conducted in accordance with established protocols.
• Ensure accuracy in entering and maintaining patient information and handling medical documentation.
• Ability to communicate effectively with patients, healthcare providers, and team members both verbally and in writing.
• Answer incoming calls and respond to inquiries promptly and professionally
• 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
• Provide client education/reeducation regarding general billing and non-billing related issues as needed

• No

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of medical terminology to effectively communicate with patients and healthcare providers
• Strong data entry skills with a high level of accuracy and attention to detail
• Excellent phone etiquette and interpersonal skills to provide outstanding customer service
• Ability to communicate clearly and effectively
• Passionate about providing excellent customer service in the healthcare industry
• Must be able to multitask in a fast-paced environment
• Ability to handle stressful or difficult situations with the ability to de-escalate calmly and professionally
• Comfortable interacting with technical staff and other departments
• Proficiency in Microsoft Office, Excel, and Salesforce, with the ability to learn new systems, is a plus.

• 1-3 years clinical laboratory, physician’s office, and/or healthcare, insurance and/or billing customer service experience
• Bilingual preferred

Mathematical, computer, reasoning, and language skills at the professional level.

• None

This is a fully onsite position.

The employee will work from our office location in Gaithersburg, MD five days per week.

Work is performed in a professional office setting with standard lighting, temperature control, and low to moderate noise levels.

Standard office equipment including computer, phone, and video conferencing tools are used.

Your standard work schedule and hours will be established in collaboration with your leader and may be adjusted to align with evolving business needs.

This is a sedentary role requiring prolonged periods of sitting while working at a computer.

Physical demands include:

• Sitting for extended periods (up to 8 hours per day)
• Repetitive use of hands and fingers for typing and mouse operation
• Visual acuity for reading computer screens and documents
• Ability to communicate effectively via phone and video calls
• Occasional lifting of up to 10 pounds (office supplies, equipment)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Acknowledgements

The above job description is not intended to be an all-inclusive list of duties and standards of the position.

Incumbents will follow any other instructions and perform any other related duties, as assigned by their supervisor.

A culture that plays to win, because patients are counting on us​

At GeneDx, we're driven by urgency and purpose: helping patients get diagnosed earlier.

Our mission, to empower everyone to live their healthiest life through genomics, drives our team to make a tangible impact each day – and shapes our culture where high standards, strong teamwork, and meaningful ownership are the norm.

We act with intention, support one another, and deliver work we're proud to put our names on.​ Here’s what you can expect day to day:​ 1.

Play like a champion (step up, redefine what’s possible, own it)​

We bring energy, focus, and a bias for action.

We step up, take initiative, and deliver on our commitments – with quality, speed, and care.​

We push past the obvious.

We challenge assumptions, raise the bar, and make thoughtful, decisive calls — choosing progress over perfection.​

We stay curious, ask questions, and share direct feedback with respect.

We adapt quickly and keep learning through collaboration and continuous improvement.​ If you’re motivated by meaningful work, a fast-moving environment, and teammates who care deeply about outcomes, you’ll thrive at GeneDx.

We welcome everyone regardless of their background.

All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law.

GeneDx is a place where people from all backgrounds can make an impact.

All privacy policy information can be found here .