Client Services Associate

1 month ago

Étreux, Hauts-de-France, United States Foundation Medicine Full time
About the Role

We are seeking a highly skilled Client Services Associate to join our team at Foundation Medicine. As a vital member of our Client Services department, you will play a critical role in responding to and resolving client inquiries and requests, while also serving as a liaison between departments within our organization and between our organization and our partners, customers, and patients.

Key Responsibilities
  • Provide education, guidance, and support to customers and patients about Foundation Medicine's products and services.
  • Act as a supportive link between external customers and internal operations, demonstrating a positive and professional image through communication via phone and email.
  • Successfully manage high volumes of client-facing interactions and establish strong rapport with physicians, medical/lab staff, and patients via phone and email 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 effectively under pressure.
  • Demonstrate a focus on listening to and understanding client/customer needs and exceeding service and quality expectations.
  • Demonstrate flexibility and adaptability in a fast-paced and ever-changing environment, according to shifting priorities.
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.
About Us

Foundation Medicine, Inc. is a leading provider of molecular information and testing services for cancer patients. Our approach generates insights that help doctors match patients to more treatment options and helps accelerate the development of new therapies. We are proud to be an Equal Opportunity and Affirmative Action employer and consider all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin.

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