Associate Clinical Experience Analyst

Who We're Looking For:

The Associate Provider Support Specialist who delivers operational support to providers ordering from PreventionGenetics' portfolio of over 200 genetic testing products. This role helps providers navigate the test menu, select the appropriate paperwork, order kits for sample collection, and understand the testing journey. This role will differentiate the needs of a test ordered via our clinical testing menu and sponsored testing menu and handle the requirements of each option. This individual will also be responsible for following up on outbound, lab-driven needs such as incomplete paperwork or new samples to complete testing. It combines product and clinical knowledge, training development, cross-functional collaboration, and data-driven analysis to improve workflows and enhance customer experience. This role will be in support of our rare disease customer facing team for PreventionGenetics.

What You'll Do:

Include but are not limited to the following:

• Serves as the point of contact for providers calling in need of assistance ordering genetic testing from PreventionGenetics' portfolio, matching test selection to test requirements.
• Reviews and explains genetic testing process with ordering providers, to explain estimated report dates, laboratory delays, and holds.
• Maintains current, in-depth knowledge of genetic testing methodologies and the full product portfolio in order to accurately assist providers in the genetic testing process.
• Acts as a clinical liaison for internal and external customers, addressing elevated inquiries and facilitating the elevation and documentation process for Unsolicited Medical Inquiries.
• Monitors clinical metrics (inquiries, requests, and complaints), identifies trends, and recommends corrective or preventive actions, including retraining or workflow adjustments.
• Documents all information according to standard operating procedures, in compliance with HIPAA privacy requirements.

What You'll Bring to the Table:

• Bachelor’s Degree in Biology, Genetics, or a related field and 2 years of relevant clinical or laboratory experience;) and 4 years of relevant experience in genetics, healthcare, or a healthcare call center campaign.
• Strong verbal communication skills, with the ability to clearly explain complex clinical and genetic information to providers by phone.
• Level C2 English proficiency
• Ability to work weekdays, nights and/or weekends and overtime as needed

Why Join Us?

• Make a meaningful impact by supporting health awareness and preventive care initiatives
• Work in a supportive, team-oriented environment where your contributions matter
• Opportunities for career growth and advancement—we promote from within
• A culture built on respect, empowerment, and collaboration
• The opportunity to help improve lives through meaningful outreach every day