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 Supervisor, Client Engagement supports the customer service activities by directing and overseeing team members, resolving customer questions or complaints, and following programs and procedures to enhance productivity and performance as well as training and mentoring staff.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Supervise and manage a team of 7-10 Client Engagement Specialists, providing training, guidance, and performance evaluations.
• Monitor and analyze client and patient support processes and workflows, identifying opportunities for improvement and implementing best practices.
• Address and resolve complex client issues and escalations, working closely with other departments.
• Prepare and present regular reports on client support activities, performance metrics, and process improvements to senior management.
• Monitors daily workflow and ensures that correct procedures are followed
• Identifies system and workflow improvements to enhance the team’s efficiency
• Assists in developing CES schedules to ensure proper coverage
• Develop and implement client service-related training programs and resources
• Attention to detail and accuracy
• Assist in developing Standard Operating Procedures (SOP)
• Perform 4 quality call monitors on each CES every month.

Supervisory Responsibilities

Provides immediate supervision to group to fulfill objectives and work assignments. Supervises technical and support non-exempt staff.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Mathematical, computer, reasoning, and language skills at the professional level.

Education and/or Experience

• Typically requires a minimum of 4 - 6 years of related experience.
• 0-1 years of management experience.
• High school diploma or equivalent, bachelor’s degree in related field preferred.

Certificates, Licenses, Registrations

N/A

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.