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Client Services Associate

2 months ago

Boston, United States Foundation Medicine Full time

About the Job

The Client Services Representative is a vital position at FMI tasked with the responsibility of responding to and resolving a wide range of client inquiries and requests as well as acting as a liaison between departments within FMI, and between FMI and its partners, customers and the patient. The incumbent operates in a supportive function within the fast-paced Client Services department.

Key Responsibilities:

Provide education, guidance, and support to customers and patients about Foundation Medicine’s products and services. • Provide a supportive link between external customers and internal operations, while demonstrating a positive and professional image through communication via phone and e-mail. • Successfully manage high volumes of client-facing interactions and establish strong rapport with physicians, medical/lab staff, and patients via phone and e-mail communication. • Use problem solving skills to create and offer solutions to customer issues of varied complexity. • Ensure the successful and secure transmission of Foundation Medicine patient reports and other testing status updates. • Document all communication and maintain appropriate records. • Assist in sample procurement and supply ordering. • Assist in entering new test requests into the system. • Review and update test requests with ambiguous patient information. • Maintain and update database of patient information. • Notify appropriate internal management of client issues and complaints. • Meet deadlines and work gracefully under pressure. • Demonstrate a focus on listening to and understanding client/customer needs and exceeding service and quality expectations. Demonstrated aptitude with dealing with demanding client needs and demonstrates effective conflict resolution telephone skills. • Demonstrate flexibility and adaptability in a fast-paced and ever-changing environment, according to shifting priorities. • Other duties as assigned.

Qualifications:

Basic Qualifications • High School Diploma or General Education Degree (GED) • 1+ years of experience in a role where service skill sets are required • Computer proficiency, strong typing and data entry skills

Preferred Qualifications • Bachelors’ Degree or advanced education • One or more years of experience in a client services role where deductive reasoning is necessary and related service skill sets are required • Ability to work full-time in an open office environment • Ability to understand and communicate scientific or technical information • Understanding of HIPAA and importance of privacy of patient data • Experience with phone-based support or call center experience • Experience working in a laboratory or life sciences setting • Ability to work well under pressure while maintaining a professional demeanor • Ability to prioritize and thoroughly follow up on assigned tasks • Excellent organizational skills • Demonstrated attention to detail • Willingness to learn and understand complexity of industry and business • Ability to communicate effectively and follow written and verbal instructions • Ability to handle multiple tasks and work in a fast-paced environment • Ability to adapt to changing procedures, policies and work environment • Track record of demonstrated integrity • Proficient verbal and written communication skills • Willingness to receive information from all levels in order to achieve desired results • General knowledge of Microsoft Office and ability to learn and use laboratory management systems.

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