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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.
• Addresses client inquiries by phone, email, and other communication platforms
• Coordinates communication among internal teams
• Ensures accurate documentation of patient and provider interactions
• 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
• 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; alternatively, a Master’s or PhD in Biology, Genetics, Biotechnology, or a related field with relevant clinical experience, or an MD/DO with demonstrated expertise in human genetics
• 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%)
Pay Transparency, Budgeted Range
$90,000 — $118,000 USD
Benefits
• Paid Time Off (PTO)
• Health, Dental, Vision and Life insurance
• 401k Retirement Savings Plan
• Employee Discounts
• Voluntary benefits
Company Description
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.