Associate Clinical Hold Resolution Liaison

Company Overview

GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.

Summary

The Associate Clinical Hold Resolution Liaison (CHRL) 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 clinical hold review and management: evaluating test appropriateness, resolving order issues, addressing client inquiries, and ensuring accurate documentation of patient and provider interactions. With a focus on client communication, responsiveness, clarity, and operational consistency, the Associate CHRL collaborates across departments to uphold best practices in clinical service delivery.

Shift: Tuesday - Saturday, 2:00pm - 10:00pm ET. 

How to Apply: Please submit your resume along with a cover letter (required for consideration) detailing your experience and motivation for applying. Applications without a cover letter will not be considered.

Job Responsibilities

• Provide clinical subject matter expertise (SME) support for hold resolution.
• Communicate with clients to resolve clinical issues related to test orders.
• Review genetic test orders to verify appropriateness, prevent redundant or unnecessary testing, and ensure the most clinically relevant testing is performed.
• Resolve discrepancies or missing information in collaboration with clients to ensure compliance with clinical protocols and prevent delays in testing and reporting.
• Accurately document order details and updates into internal systems to support downstream test processing.
• Assume personal responsibility for routine administrative tasks and support team efforts aligned with corporate and departmental Objectives and Key Results (OKRs).
• Demonstrate proficiency in internal systems to track, document, and communicate hold resolution.
• Maintain high quality client support with accuracy and meet workload targets with attention to detail and professionalism.
• Meet or exceed productivity standards as assigned by team lead.
• Additional responsibilities may include:
  • Serve as a subject matter expert for designated genes, disorders, tests, or workflows, offering guidance and insight to internal and external stakeholders.
  • Respond to clinical email inquiries.
  • Review and abstract clinical information provided by clients for phenotype-driven testing into GeneDx software.
• Perform other duties as assigned to support the team or department.

Education, Experience, and Skills

• Master’s degree from an accredited genetic counseling program; OR 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.

Work Environment

• This is a fully remote position. The employee will work from a home offic