Genetic Testing & Account Support Specialist - Bilingual

Role Summary 

The Sales Support Specialist serves as the post-onboarding support lead for Genetic Testing Specialists (GTSs) once a Sales Account Manager has completed initial account setup, relationship establishment, and in-office training. This role focuses on ongoing training reinforcement, performance coaching, compliance oversight, and administrative accuracy, ensuring GTSs operate efficiently, consistently, and in alignment with GeneID standards. 

This position is non-selling and exists to protect account stability, improve GTS performance, and reduce operational escalations. 

Key Responsibilities 

          1.)  GTS Training & Coaching (Post-Onboarding)

Provide ongoing coaching and reinforcement training for GTSs after SAM-led onboarding is complete 

Reinforce approved: 

Screening workflows 

Medical necessity criteria 

Patient communication standards 

Sample collection protocols 

Identify skill gaps and deliver targeted retraining or refreshers 

Support new GTSs during their transition from training to independent performance 

2.) Account Operations Support (Day-to-Day Stability)

Serve as a support resource for GTSs on day-to-day operational questions 

Troubleshoot workflow issues before escalation to sales or clinical leadership 

Ensure GTS adherence to: 

Office schedules 

Screening timing expectations 

Documentation standards 

Maintain continuity and professionalism in established provider relationships (without managing the relationship)

3.) Administrative Oversight & Data Accuracy

Review Daily Test Logs (DTLs) on a weekly basis for assigned GTSs 

Validate: 

Patient counts 

In-network vs out-of-network accuracy 

DNQ documentation 

Test type accuracy 

Identify discrepancies, trends, or red flags and correct them with the GTS 

Ensure timely and accurate HubSpot updates, including: 

Activity tracking 

Account notes 

GTS performance documentation 

4.) Reporting & Communication

Report GTS performance trends, risks, and wins to the Clinical Support & Training Coordinator 

Escalate compliance, training, or operational issues appropriately and promptly 

Collaborate with Sales Account Managers when retraining or workflow adjustments impact account performance 

Contribute to internal reports related to: 

Screening efficiency 

Missed opportunities 

Training outcomes 

5.) Quality, Compliance & Standardization

Ensure GTSs are operating within: 

GeneID policies 

Compliance and HIPAA standards 

Approved clinical workflows 

Reinforce consistency across accounts to reduce variability and risk 

Support corrective action plans when performance standards are not met (non-HR disciplinary) 

Key Interfaces 

Genetic Testing Specialists (primary) 

Clinical Support & Training Coordinator (direct reporting) 

Sales Account Managers (handoff and collaboration) 

Operations & Clinical Support Teams 

Qualifications 

Required 

Experience in medical sales support, clinical operations, healthcare training, or laboratory services 

Strong understanding of workflow-based roles in healthcare settings 

High attention to detail and comfort working with data and logs 

Ability to coach, correct, and guide without direct authority 

Preferred 

Experience supporting field-based clinical or sales teams 

Background in diagnostics, lab services, or genetics 

Prior training, QA, or operational audit experience 

Key Skills & Competencies 

Training & coaching mindset 

Process-driven and detail-oriented 

Strong written and verbal communication 

Conflict management and professional accountability 

Ability to identify trends and root causes 

Comfortable enforcing standards without being punitive 

Success Metrics 

Reduction in DTL errors and data discrepancies 

Improved GTS screening consistency and accuracy 

Decreased operational escalations to sales leadership 

Timely HubSpot updates and clean reporting 

Positive feedback from GTSs and internal stakeholders 

Role Boundaries (Important Clarification) 

Does not manage provider relationships 

Does not sell or prospect 

Does not replace the Sales Account Manager 

Does not perform HR disciplinary actions 

This role exists to protect the account, support the GTS, and stabilize operations after the sales handoff. 

Regards,

GeneID Advanced Molecular Diagnostics