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.

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.

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