Associate Clinical Service Liaison

At GeneDx (Nasdaq: WGS), we don’t just diagnose rare diseases — we redefine what’s possible in precision medicine. With one of the world’s largest rare disease datasets, we turn genomic data into answers that change lives and accelerate discovery. Patients and families around the world are counting on us to lead with bold ideas, relentless focus, and drive to end the diagnostic odyssey.  Visit www.genedx.com to learn how we’re making precision medicine the global standard of care. 

Shift: Tuesday-Saturday 2pm-10pm ET

Summary  

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, and ensuring accurate documentation of patient and provider interactions. With a focus on responsiveness, clarity, and operational consistency, the Associate CSL collaborates 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.
• Additional responsibilities may include but are not limited to:  
• 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. 

Education, Experience, and Skills 

• Master’s degree from an accredited genetic counseling program. 
• Proven ability to work independently and cross-functionally, with excellent verbal and written communication skills and 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. 

Certificates, Licenses, Registrations 

• 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%) 

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