Baylor Genetics

Genetic Testing Customer Support Coordinator

Baylor Genetics

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Provide support throughout the genetic testing process for clients
  • Ensure seamless communication, timely issue resolution between the laboratory, clients, and other involved parties
  • Serve as a primary point of contact for clients, including healthcare providers and hospital partners
  • Respond to client inquiries via phone and email with clarity, professionalism, and a customer-first mindset
  • Investigate and resolve client-reported issues with urgency and accuracy
  • Maintain comprehensive knowledge of the company’s genetic testing products and services
  • Accurately document all client interactions, testing requests, and case updates within internal systems
  • Partner with laboratory teams, commercial staff, and internal departments to facilitate smooth client experiences
  • Promptly identify and report customer complaints in accordance with regulatory requirements
  • Communicate testing workflows, timelines, and result reporting procedures clearly to clients
  • Collect and relay client feedback, identify patterns in service issues, and contribute to continuous improvement efforts

Requirements

  • 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
  • Familiarity with genetic testing procedures and terminology (preferred)
  • Proficiency in using Salesforce and other relevant tools for managing client interactions and data
Benefits
  • Health insurance
  • 401(k) plan
  • Flexible work arrangements
  • Paid time off
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
genetic testing proceduresdocumentationissue resolutionclient interaction management
Soft Skills
communication skillsorganizational skillsattention to detailcustomer-first mindsetproblem-solving