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A Day in The Life: Client Services Penzberg

Verena, Sr. Client Services Associate

This is our team – Foundation Medicine GmbH Client Services 



During my biomedical studies with a major in tumor biology, I was exposed to the complexity and heterogeneity of cancer. Instead of researching in the lab, I wanted to raise awareness about the different therapeutic options available for the "emperor of all maladies." The best therapy option is contingent on many factors and may be different for each patient; research in this area is developing rapidly. I am proud to be a part of Foundation Medicine’s mission to transform cancer care as a Sr. Client Services Associate in our Penzberg location. I see every day how we can give patients and doctors new perspectives with our work, and that is incredibly motivating. 
Client Services is the communication bridge from Foundation Medicine to our external partners. In Penzberg, we work directly with Roche’s customer care team to support our European stakeholders. Specifically, this means that we: 

- Answer a variety of questions about our products from oncologists and pathologists 
- Transmit medical reports to physicians 
- Maintain entries in our Client Management Application 
- Communicate information from the lab and analysis process 
- Sample management (which means sometimes completely unraveling cases and understanding them in the context of our entire process so we can provide a comprehensive report for the patient) 

I also like to think of myself as a professional problem solver. We receive many patient samples from different countries, which leads to a wide variety of situations to be handled in very different ways. Bringing together all this information from different sources and coordinating the communication with different departments can be challenging, but I am excited for the opportunity to help navigate them.  
Another point that characterizes our role is the mixture of independent work that requires taking responsibility, with a dedicated team supporting us. In order to collaborate effectively, we use a group chat to ask questions and exchange ideas at any time. There is a lot of work to be done and we discuss how we can best support each other, even on short notice. In addition to the daily work, personal development is paramount and an ongoing team goal. I have regular meetings with my manager in which we talk freely about ideas, wishes and opportunities. I am acknowledged, encouraged and am not "one among many."  
Due to the pandemic, my training was completely virtual and it worked very well. To be honest, I have never had such a good onboarding experience! The training was very well structured and perfectly organized. It allowed me to get to know my colleagues better, one by one. That's also what makes Foundation Medicine GmbH unique for me: Everyone rolls up their sleeves and is enthusiastic, very helpful and friendly. Even as a virtual newcomer, I’ve been warmly welcomed into the "work family." 


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