Genetic Counseling Assistant I - Hold Resolution

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. ​

Summary
The Genetic Counseling Assistant I (GCAI) may support any number of functions including but not limited to the daily execution of genetic test order review, hold review and management, and provision of support to the patient counseling team. ​ Responsibilities include evaluating test appropriateness, resolving order issues, facilitating test setup in alignment with established protocols, and coordination of care for patients undergoing genetic counseling. ​ With a focus on operational accuracy, client communication, and system fluency, the role contributes to efficient test utilization and supports the genetic counseling services provided by the laboratory. ​ The GCAI collaborates closely with genetic counselors and supervisory staff to escalate complex cases and maintain procedural consistency across platforms and client interactions. 

Must be able to work Tues - Sat 8am-4:30pm ET OR Mon -= Fri 1:30pm - 10pm ET

Job Responsibilities

• Maintain working knowledge of systems used for test ordering, setup, and appointment scheduling. ​
• Seek guidance when encountering novel scenarios and escalate complex or atypical cases to supervisors or genetic counselors as appropriate. ​
• Meet or exceed productivity standards as assigned by the team lead. ​
• Perform other duties as assigned to support the team or department. ​
• Review genetic test orders to verify completeness, accuracy, and appropriateness to prevent redundant or unnecessary testing. ​
• Facilitate test setup by linking appropriate relative samples and positive controls and performing related configuration tasks. ​
• Accurately document order details and updates into internal systems to support downstream test processing. ​
• Identify issues and place tests on hold for downstream processing. ​
• Notify clients of issues, explain discrepant or missing information, and document resolution steps. ​
• Respond to patient and provider inquiries regarding holds via phone and email with professionalism and clarity. ​
• Resolve discrepancies or missing information in collaboration with clients to ensure compliance with clinical protocols and prevent delays in testing and reporting. ​
• Process incoming referrals and coordinate patient scheduling to ensure timely access to genetic counseling and a seamless patient experience. ​
• Support the Patient Counseling Team with follow-up tasks related to counseling workflows and address select test holds to prevent delays in testing and reporting. ​

Education, Experience, and Skills ​

• Bachelor's degree required; preferred disciplines include Biology, Medical Technology, Healthcare, or a related scientific field. ​
• Ability to work independently and collaboratively, with strong verbal and written communication skills and high proficiency in Microsoft Office 365 applications. ​
• Demonstrate professional-level proficiency in mathematical reasoning, computer literacy, and language-based communication. ​
• Foundational knowledge about Genetic Counseling Assistance is preferred but not required. ​

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%).