Client Services Specialist

Job Description

Job Description

Description:

Predicta is building a molecular insights platform for blood cancer care. From a single blood sample, we generate longitudinal genomic and immune insights that help clinicians and researchers better understand disease biology, guide treatment decisions, and monitor disease evolution over time.

The Client Services Specialist is responsible for ensuring that all required patient, physician, and billing information associated with genomic testing orders is accurately collected, documented, and maintained within the NetSuite system.

This role serves as a key liaison between patients, physician offices, billing teams, and internal clinical laboratory staff to ensure that all necessary documentation, samples, and authorizations are received so genomic testing orders can proceed through the laboratory workflow.

In addition, this position will serve to assist in other matters such as quality assurance, operations and development of standard operating procedures.

Responsibilities:

• Assist the clinical laboratory with processing incoming genomic test requisitions (paper and electronic) during accessioning. Verify that required signatures and consent documentation are present before processing orders
• Review and process incoming genomic testing requisitions received through electronic and paper-based channels.
• Perform detailed verification of patient consent forms, physician signatures, and supporting clinical documentation to ensure regulatory compliance and testing eligibility prior to laboratory accessioning.
• Maintain NetSuite by documenting all actions and records associated with testing orders and patient records (demographic, clinical, and contact information)
• Maintain accurate and comprehensive records within NetSuite by documenting order activity, patient demographics, clinical information, provider details, and communication history. Ensure data integrity to support operational efficiency and regulatory compliance.
• Track key milestones including sample receipt, consent documentation, clinical notes, and requisition completion
• Monitor and manage testing workflows by tracking critical milestones including specimen receipt, collection documentation, clinical records review, order completion, and laboratory processing to ensure timely progression.
• Serve as the primary point of contact for patients, guardians, and physician offices regarding genomic testing orders
• Act as a central liaison between patients, healthcare providers, and other external parties by responding to inquiries, providing status updates, resolving documentation issues and inconsistencies, facilitating efficient coordination of genomic testing services, and returning all final reports to the ordering physician.
• Identify and report duplicate records, incorrect statuses, or incoming phone calls
• Document all communications within NetSuite
• Monitor and fulfill requests for genomic sample collection kits
• Coordinate the distribution of genomic sample collection kits by processing requests, verifying shipping information, tracking inventory availability, and ensuring timely delivery to patients and healthcare providers.
• Track sample return status and follow up with the courier and physician when samples have not been received
• Proactively monitor specimen return activity, investigate delayed or missing shipments, communicate with courier services and provider offices, and implement follow-up actions to minimize testing delays.
• Work with 3rd party vendors that support kit manufacturing and shipping
• Collaborate with external vendors responsible for kit production and logistics to ensure service-level expectations are met.
• Assist QA in documenting any non-conformances or complaints
• Support QA initiatives by documenting client complaints and non-conformance events, assisting with investigations, and continuous process improvement initiatives.
• Ensure patient information is handled in accordance with HIPAA and company privacy policies.
• Ensure that all final reports are accounted for with respect to cost and revenue.
• Build kit assembly for each report sent.
• Adjust inventory for each report sent.

Requirements:

Required

• Associate or bachelor’s degree in healthcare administration, life sciences, or related field (or equivalent experience)
• 2+ years of experience in customer/client support, patient services, medical office administration, or healthcare operations
• Strong attention to detail and data accuracy
• Excellent communication and interpersonal skills
• Ability to manage multiple priorities
• Understand HIPAA regulations
• Experience working with electronic systems or CRM platforms
• Experience working with electronic health records (i.e. EPIC)
• Experience communication and collaborating with clinicians

Preferred

• Experience in clinical laboratories, genetic testing, or diagnostic healthcare environments
• Familiarity with NetSuite or similar ERP systems
• Knowledge of medical terminology and insurance verification processes
• Experience communicating with patients regarding insurance or billing matters
• Experience in quality assurance would be a plus

Location

This position is located in Somerville MA

Why Join Predicta Biosciences?

This is a unique opportunity to be part of a mission-driven team advancing precision diagnostics for hematologic cancers. You’ll play a key role in shaping the quality and performance of our clinical testing efforts and contribute directly to patient-impactful innovations.

The annual salary range for this position is $75,000–$95,000, with a 10% bonus opportunity. Base compensation is determined by factors such as experience, skills, education, qualifications, and geographic location. Actual compensation may vary, and new hires are typically not placed at or near the top of the range. Additional benefits include equity, flexible time off, a 401(k) plan, medical, dental, and vision coverage that is 90% paid by Predicta, and a partially company-funded HSA.