Genetic Counseling Administrative Coordinator

The Genetic Counseling Administrative Coordinator is a high-level administrative role that assists the genetic counseling team in many key administrative functions, including, scheduling of patient genetic consultations, triage of inbound phone calls for the genetic counseling team, directly assisting both patients and clinic partners with general inquires, and submission of external documentation, such genetic consult letters, to both patient and partner clinics. Participation in other projects in support of the Genetic Counseling department, as needed. Other duties as assigned by manager.

•  Scheduling of genetic consultations (60%)
  • Performs day-to-day management of genetic counseling schedules; confirms current systems contain complete patient demographic information; assures compliance with departmental KPIs
  • Contacts patients by phone or email to establish counseling appointments; liaises with Lead Genetic Counselor Assistant and/or Genetic Counseling Manager as needed to secure requested appointment availability
  • Sets patient expectations for genetic counseling sessions, including a high-level assessment of the contents of CooperGenomics genetic counseling session content; prepares patients for necessary information to have on-hand at time of consultation
  • Distributes scheduling notifications to partner clinics and independently answers resulting questions, or reassigns inquiries as appropriate
• Triage of inbound phone calls for the genetic counseling team (20%)
  • Manages inbound phone calls for the Genetic Counseling department from patients, clinics, and members of the broader CooperGenomics organization
  • Independently addresses calls related to routine processes; conveys information in an accurate and effective manner; reassigns inquiries as appropriate
  • Identifies complex or sensitive inquiries and properly hands off to the appropriate individuals or departments in a discrete manner 
• External documentation submission (10%)
  • Ensures external documentation, including, but not limited to, genetic counseling consultation letters and PGT-M optimization reports are sent to the appropriate parties within established departmental KPIs
  • Triages follow-up questions sent by patients and/or clinics to appropriate parties
• Assists partner clinics, patients, and larger CooperGenomics organization with routine questions/issues regarding referred PGT cases, CooperGenomics Genetic Counseling processes, and general CooperGenomics processes, including enrollment, consenting, billing and, at a high-level, laboratory testing processes (5%)
  • Assists clients with patient-level questions pertaining to laboratory operations, client services and billing departments; independently redirects inquiries to appropriate departments, as necessary
  • Delivers customer feedback and measurements of genetic counseling KPIs to the Genetic Counseling Manager
• Genetic counseling coordination projects (5%)
  • At the direction of the Genetic Counseling Manager or Lead Genetic Counselor Assistant, takes on and successfully completes administrative coordination projects of various complexities

• High School Diploma required; Bachelor’s Degree highly desired. Willing to consider someone pursuing a degree who demonstrates the level of customer service required in a fast-paced medical setting
• Willingness to complete a Genetic Counseling Assistant course after 6 months – 1 year (typically 1 year) of successful service
• Computer proficiency in Word, Excel, PowerPoint, and Microsoft Outlook
• Prior experience with a laboratory information system (LIS) or electronic medical records (EMR) system is desirable. Willingness to learn how to utilize new IT solutions is essential
• Ability to provide excellent customer service in electronic format as well as over the phone. 
• Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments
• Exceptional attention to detail with superior verbal and written communication skills
• Comfortable communicating with clients, doctors, patients, and staff members in a compassionate and professional manner
• Strong problem-solving skills and able to identify and resolve problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving si