Patient & Provider Specialist

Patient & Provider Specialist, Customer Operations TeamReporting to the Senior Director of Clinical Solutions & OperationsWork Location – Waltham, MA About BostonGeneBostonGene is the developer of the leading AI foundation model for tumor and immune biology, a natively omnimodal platform designed to drastically accelerate and de-risk clinical trials. By integrating multidimensional clinical and biological data into a signal-stabilized, unified ecosystem, BostonGene’s foundation model provides unrivaled clarity across all stages of drug development.Whether optimizing indication selection for early-phase programs, refining patient stratification for late-stage trials, or prioritizing evidence generation for post-market strategy, BostonGene enables smarter, faster clinical development informed by the unique biology of each drug.Position Summary The Patient & Provider Specialist is responsible for coordinating communication and support for patients and healthcare providers throughout the laboratory testing process. This role manages patient outreach, provider coordination, missing information follow-up, additional clinical documentation requests, and test holds or cancellations. The Specialist serves as a trusted point of contact, ensuring a seamless customer experience while helping cases progress efficiently through the testing workflow.Key ResponsibilitiesServe as the primary point of contact for patients and healthcare providers throughout the testing process.Conduct patient outreach to provide updates, obtain required information, and respond to inquiries.Coordinate communication with ordering providers to support timely case progression.Proactively follow up on missing clinical information, documentation, authorizations, or other requirements needed to initiate or complete testing.Review, collect, and process additional clinical documentation, including Intake Case Forms (ICFs) and supporting records.Manage test cancellations, holds, and order modifications, ensuring all stakeholders are informed and documentation is accurately maintained.Coordinate normal sample (blood, saliva) collection and shipment with patients.Investigate and resolve patient and provider inquiries, ensuring timely resolution and a positive customer experience.Escalate complex patient or provider issues to the appropriate teams while maintaining ownership through resolution.Maintain accurate documentation of all patient and provider interactions within applicable systems.Collaborate with Clinical Operations, Laboratory Operations, Billing, Client Services, Account Liaisons, and Commercial teams to support efficient case management.Ensure compliance with company policies, quality standards, regulatory requirements, and HIPAA.Identify opportunities to improve customer service processes and operational efficiency.Perform other duties as assigned.Qualifications & Skills Bachelor's degree required, preferably in business, life sciences, biology, healthcare or a related field0-3 years of professional experience. Recent graduates with a strong interest in healthcare of life sciences are encouraged to apply.Strong customer service, communication, and interpersonal skills.Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.Strong attention to detail and problem-solving abilities.Ability to work collaboratively across cross-functional teams.Proficiency with Microsoft Office required; experience with Salesforce or other case management systems is preferred.Knowledge of healthcare terminology and HIPAA regulations preferred.Commitment to delivering an exceptional customer experience while maintaining accuracy and compliance.Previous sales, customer service, healthcare, laboratory or life sciences experience through employment, internships or academic experience is a plus, but not required.Compensation & FLSA ClassificationThis position is classified as non-exempt under the Fair Labor Standards Act (FLSA) and applicable Massachusetts wage and hour laws and is eligible for overtime pay in accordance with applicable law.The anticipated hourly pay range for this position is $23.00–$30.00 per hour, depending on qualifications, experience, and relevant skills.