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Coordinates genetic testing support for healthcare providers, patients, and internal teams. Responsibilities include answering inquiries, processing and tracking test orders, verifying documentation, communicating test status and requirements, supporting billing and insurance processes, maintaining accurate records, troubleshooting issues, and collaborating with laboratory, sales, billing, and client services teams to improve customer support materials and processes.

Designs, develops, tests, documents, and maintains scalable software and bioinformatics pipelines. Builds data models, ETL processes, APIs, microservices, databases, dashboards, and workflow integrations supporting genomic analysis such as assembly, mapping, variant calling, and annotation. Collaborates with analysts, scientists, clinical reviewers, laboratory staff, and developers to translate requirements into production-ready solutions. Optimizes queries and performance, applies CI/CD and testing practices, and ensures maintainable, well-documented software.

Leads software engineering teams through solution design, development, testing, deployment, and production support. Sets priorities, oversees SDLC execution, partners with product and technical stakeholders, supports architecture decisions, and drives engineering practices including code quality, CI/CD, testing, observability, and operational excellence. Provides mentoring, performance management, delivery oversight, risk monitoring, and continuous process improvement.

Develop and maintain software applications supporting genetic testing and clinical reporting workflows. Collaborate with geneticists, bioinformaticians, laboratory professionals, and business stakeholders to define requirements and architecture. Troubleshoot defects, ensure data accuracy and system reliability, document processes, support continuous improvement, and comply with security, regulatory, and organizational requirements.

Manages onboarding, engagement, retention, and issue resolution for existing clients. Provides white-glove support, conducts quarterly business reviews, monitors client activity, documents interactions in Salesforce, and represents customer feedback internally. Coordinates with sales, logistics, product, laboratory, and other cross-functional teams to deliver kits, resolve issues, manage timelines, and support client adoption and utilization.

Owns the Order to Result customer experience strategy, roadmap, and improvement portfolio from actionable order through result finalization. Translates patient, provider, and business needs into requirements and process improvements; prioritizes initiatives; coordinates cross-functional stakeholders across healthcare, laboratory, technology, and commercial teams; and leads implementation, adoption, measurement, and governance. The role influences senior leaders and drives outcomes without direct authority in a regulated healthcare environment.

Owns the strategy, roadmap, and improvement portfolio for early patient and provider experiences through actionable order completion. Translates customer and business needs into requirements, user stories, workflows, and acceptance criteria. Leads cross-functional prioritization, implementation, governance, measurement, and post-launch evaluation across healthcare, laboratory, technology, commercial, and operational teams. Influences senior leaders and drives outcomes without direct authority.

Owns enterprise customer experience research and measurement strategy across patient and provider journeys. Leads Voice of Customer, NPS, CSAT, CES, qualitative and quantitative research, competitive benchmarking, journey metrics, governance, dashboard requirements and insight synthesis. Presents evidence-based recommendations to executives, influences investment decisions, establishes research standards, and coordinates vendors, budgets and cross-functional initiatives while maintaining privacy, compliance and data-governance standards.

Leads the end-to-end provider experience strategy, priorities, outcomes, and improvement roadmap across onboarding, ordering, testing, reporting, billing, and post-test support. Uses provider research, voice-of-customer feedback, and operational data to identify needs and measure improvements. Coordinates cross-functional teams across commercial, clinical, laboratory, technology, marketing, and support functions, influencing stakeholders without direct authority and balancing customer needs, business impact, risk, dependencies, and organizational capacity.

Owns the post-test customer experience value stream, including report access, non-clinical support, billing communications, financial assistance, payment experience, and issue resolution. Develops strategy, roadmaps, requirements, and improvement portfolios; prioritizes initiatives; leads cross-functional implementation; establishes success measures; and drives stakeholder alignment, governance, adoption, and continuous improvement without direct authority.