[Hiring] Associate Clinical Service Liaison @GeneDx

Role Description

The Associate Clinical Service Liaison (CSL) serves as a key point of contact between internal teams and external stakeholders, supporting the delivery of high-quality clinical services throughout the genetic testing process. Responsibilities include:

• Addressing client inquiries by phone, email, and other communication platforms.
• Coordinating communication among internal teams.
• Ensuring accurate documentation of patient and provider interactions.
• Collaborating across departments to advance team objectives and uphold best practices in clinical service delivery.

Job Responsibilities

• Provides clinical customer service by facilitating communication between internal teams, healthcare providers, and clients to support timely and accurate case resolution.
• Answers clients’ clinical questions regarding incoming samples, ongoing testing, result interpretation and/or variant classification.
• Communicates with clients to resolve clinical issues related to test orders.
• Manages routine cases at specific steps or throughout the testing process, ensuring appropriate escalation and follow-through.
• Assumes personal responsibility for routine administrative tasks and supports team efforts aligned with corporate and departmental Objectives and Key Results (OKRs).
• Demonstrates proficiency in internal systems to track, document, and communicate case progress.
• Maintains high quality client support with accuracy and meets workload targets with attention to detail and professionalism.
• Meets or exceeds productivity standards as assigned by team lead.
• May serve as a subject matter expert for designated genes, disorders, tests, or workflows, offering guidance and insight to internal and external stakeholders.
• May review and abstract clinical information provided by clients for phenotype-driven testing into GeneDx software.
• May contribute to the development and clinical review of materials for websites, marketing, or other cross-functional projects.
• Perform other duties as assigned to support the team or department.

Qualifications

• Master’s degree from an accredited genetic counseling program.
• Proven ability to work independently and cross-functionally.
• Excellent verbal and written communication skills.
• High proficiency in internal systems and Microsoft Office 365 applications.
• Demonstrated professional-level proficiency in mathematical reasoning, computer literacy, and language-based communication.
• Prior clinical or laboratory experience preferred but not required.

Requirements

• For Genetic Counselors, Certification by the American Board of Genetic Counseling (ABGC).
• Licensure is required in the state where the employee works, if applicable; additional state licenses may be requested based on organizational needs.

Physical Demands

• Prolonged periods of sitting or working at a computer in a home office environment.
• Occasional need to lift or move materials or equipment weighing up to 20 pounds during travel or team visits.

Work Environment

• Frequent use of digital communication platforms (e.g. video conferencing, email, collaboration tools).
• Ability to focus and manage complex tasks in a remote setting with multiple concurrent priorities.
• May require occasional travel to laboratory sites, corporate offices, or conferences (typically <10%).

Benefits

• Paid Time Off (PTO).
• Health, Dental, Vision and Life insurance.
• 401k Retirement Savings Plan.
• Employee Stock Purchase Plan.
• Employee Discounts.
• Voluntary benefits.
• Programs for parents and parents-to-be, including up to 22 weeks of fully paid parental leave (U.S.) and up to $25K annually for fertility, adoption, or surrogacy.