Baylor Genetics · 1 week ago
Genetic Testing Customer Support Coordinator
United States
Full-time
Remote
Mid Level
3+ years expBaylor Genetics is a company that specializes in genetic testing, and they are seeking a Genetic Testing Customer Support Coordinator to provide support throughout the genetic testing process for clients. The role involves ensuring seamless communication and timely issue resolution between the laboratory, clients, and other involved parties.
BiotechnologyHealth Care
Responsibilities
Client Liaison: Serve as a primary point of contact for clients, including healthcare providers and hospital partners, offering guidance and support throughout the genetic testing process with a high level of professionalism and empathy
Customer Communication: Respond to client inquiries via phone and email with clarity, professionalism, and a customer-first mindset, ensuring timely and accurate information is provided to support their needs
Issue Resolution: Investigate and resolve client-reported issues with urgency and accuracy, escalating more complex problems to senior personnel or appropriate internal teams when necessary
Product Expertise: Maintain comprehensive knowledge of the company’s genetic testing products and services to provide accurate information and recommend appropriate solutions to client inquiries
Record Management: Accurately document all client interactions, testing requests, and case updates within internal systems (e.g., Salesforce) to ensure traceability and data integrity
Cross-Functional Collaboration: Partner with laboratory teams, commercial staff, and internal departments to facilitate smooth client experiences and address service challenges efficiently
Regulatory Compliance & Quality Assurance: Promptly identify and report customer complaints in accordance with regulatory requirements and collaborate with Quality Assurance and internal stakeholders to ensure timely resolution
Client Education: Communicate testing workflows, timelines, and result reporting procedures clearly to clients, supporting informed decision-making
Service Excellence: Consistently meet or exceed individual performance metrics and service level agreements (SLAs) as defined by the Client Services leadership team
Client Insights & Feedback: Collect and relay client feedback, identify patterns in service issues, and contribute to continuous improvement efforts
Qualification
Required
Bachelor's degree in a related field (biology, genetics, healthcare administration, etc.) or equivalent experience
Proven experience (at least 3-5 years) in a customer facing coordinator or support role, preferably in a healthcare, genetics, or laboratory setting
Strong organizational skills and attention to detail with the ability to manage multiple tasks simultaneously
Excellent communication skills (verbal and written) and the ability to interact professionally with clients and internal teams
Proficiency in using Salesforce and other relevant tools for managing client interactions and data
Preferred
Familiarity with genetic testing procedures and terminology
Company
Baylor Genetics
Baylor Genetics offers a full spectrum of cost-effective, genetic testing, and provides clinically relevant solutions.
501-1000 employees
H1B Sponsorship
Baylor Genetics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (1)
2023 (3)
2022 (1)
2021 (1)
2020 (3)
Funding
Current Stage
Late StageLeadership Team
Kengo Takishima
Chairman and CEO
Recent News
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