Client Services Manager, Lab Services [POS ID 10084]

Durham, NC 27709

Client Services Manager, Lab Services

Baebies, Inc. is a well-funded growth-stage company that develops products and services for testing in the newborn screening and pediatric diagnostics markets. The company’s FDA-cleared product is sought by US public health labs and other global public and private labs. A pipeline of additional tests and product platforms and services are in development. The company is headquartered in Durham, NC and expects to have customers throughout the US and globally. The company has shipped over 4 million tests to date with strong potential for significant growth in the coming years. The company’s mission is to save lives and make lives better for millions of children by bringing new technologies, new tests, and new hope to parents and healthcare professionals worldwide – everyone deserves a healthy start.

Job Description

The primary responsibilities of this position are to lead the Clinical and Client Services team as part of patient testing, collaborate with Sales and Marketing on marketing initiatives and presentations to clients, work with R&D and Informatics in the development of tests and tools to support interpretation and reporting, and represent the company in relationships with and presentations to the external clinical and scientific community.

Principal Duties and Responsibilities

  • Manage the client services team as it builds out, including other genetic counselors in the laboratory and client services specialists.
  • Review relevant literature, including journals and databases, in order to interpret and report molecular findings, establishing phenotype-genotype links, in a consistent and rigorous fashion.
  • Assist healthcare providers in selecting tests that are clinically appropriate based on interpretation of the patient’s phenotype, previous genetic test results, and family history.
  • Identify, evaluate, and collaborate in the development of new tests through consultation with experts, review of the literature, and assessment of clinical utility and cost effectiveness.
  • Work with bioinformatics scientists and software engineers to develop systems to support interpretation using high-quality and reproducible processes.
  • Work to improve workflow and reduce turnaround time for interpretation and reporting.
  • Evaluate testing data to develop ideas for presentations and for publication.
  • Maintain expertise and knowledge of neonatal/pediatric testing and serve as an expert for those genetic tests.
  • Perform duties as required to meet existing and prospective client needs.
  • Provide to Sales and Marketing key information, product differentiators, clinical value, and how to position the test for clients.
  • Initially, provide direct customer service support and act as the internal advocate of the customer, documenting all customer contacts and working with the Lab Director to refine all client services SOPs.
  • Collaborate with other team members to align marketing, customer service, service execution, and partners to deliver the ideal customer experience.
  • Document all customer contacts.
  • Assist in the development and refinement of customer Frequently Asked Questions documentation.
  • Participate in the design, development, and implementation of new clinical marketing campaigns, including provider and patient education through brochures, videos, websites, e-blasts, presentations, speaking programs, etc.
  • Interface with all functional areas including: Sales, Marketing, R&D, Clinical Laboratory, and Informatics.

Qualifications & Competencies

  • MS from an accredited genetic counseling program
  • Board certification as a genetic counselor or active candidate status by the American Board of Medical Genetics or the American Board of Genetic Counseling
  • In depth knowledge of molecular genetics and relationship to human disease, as well as genetic testing laboratory policies and procedures
  • Ability to thoroughly and accurately evaluate scientific literature
  • Familiarity with variant databases, genome browsers, and HGVS nomenclature
  • Ability to work independently and in a team
  • Excellent written and oral communication skills
  • A proven track record to deliver premier quality clinical results with efficiency and accuracy
  • Strong ability and enjoyment in working with patients and their families, showing much empathy
  • Good time management skills, ability to coordinate and execute multiple tasks simultaneously
  • Flexibility to handle changing priorities and deadlines while maintaining a high quality of work

Reports to: VP of Lab Services

To Apply: Please send an email with the job posting ID in the subject line. Please do not stop by our office or call to inquire about this position. You will be contacted by phone or email if the hiring managers wishes to set up an interview. Thank you.

Go to all jobs