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Spotlight: US Client Services – How We Foster Growth

Keisha, Senior Manager of Client Services

When we say that our passion is personal, we wholeheartedly mean it. Seeing my son go through numerous cancer treatments pushed me to want to make a difference in someone else’s cancer journey. To be able to help and to do it for a living? It’s a special thing. It’s what pushes me during challenges and what makes the triumphs that much more meaningful.  

 

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Dynamic Progression

On the first day I started working at Foundation Medicine in October 2017, I could have never imagined how many different subteams I would be managing, and more importantly, how much I would enjoy my role and the fulfillment it gives me. Being the first person in Client Services in the Research Triangle Park, North Carolina (RTP) location, I’ve seen this function expand before my eyes. 


I’ve transferred between various teams within the Client Services department, meaning I’ve been able to get a glimpse of how a majority of the team has grown over time, not only in numbers of employees, but also in its use of innovation and technology. I also know what we need to strive towards in order to continue delivering the best quality to our physicians and partners.   

 

Complete Approach

Client Services is an integral part of Foundation Medicine for many reasons, but one is because we are part of every step of the process. We support every angle at the core of the work, from before testing to after we have delivered genomic insights back to the ordering physician. In turn, I have to be very diligent and aware of the ins and outs of the developments in the department during every part of the process. 


During my time with the call center at RTP, I’m happy to have built that department out extensively in terms of efficiency, processes, and structural organization. Effectiveness and consistency of communication across the entire Client Services team is challenging due to the different functions the team serves, but every day, we take action to battle these obstacles. Our team has to be knowledgeable in every area of the testing process in order to fully serve our clients and to answer all questions with patients in mind. 

 

Mutual Guidance

Being a compelling leader entails a lot of different things. I’ve had to learn how to manage numerous different teams at the same time. Another thing I’ve had to become comfortable with is asking the team questions when there is an aspect of the process that I’m unsure about. I ask them to guide me on how I can offer the support needed. My goal is to empower my team and encourage curiosity and creativity.


One of my favorite parts of my job is being able to see the expansion of the team and to watch them succeed and accomplish so much. What we do at Foundation Medicine is so dynamic that it’s crucial that all employees are engaged and passionate. Getting to hear about the progress of the team inspires me to continue thinking outside of the box. I’m lucky to be working with such kind and intelligent people. During the past year, I’ve placed a heavy emphasis on my team and on myself to achieve a good work-life balance. Our employees are incredibly hardworking and will not stop until we get what we need to get done. However, we’ve learned our limits during the challenges of the pandemic and know when breaks need to be taken. In order to deliver the best quality work, we must take time and step away once in a while. We won’t be effective if we are stretched too thin. 

 

New Sights

I’m excited to continue building out our Client Services team, especially in the San Diego location. Creating a new team in San Diego is sure to come with its own set of challenges, but I’m ready and eager to tackle them all. We’re committed to working together across locations and departments, continually gaining effectiveness and fostering the curiosity and originality that our employees bring to Foundation Medicine . Ultimately, I want to encourage my team to be actively creative in their problem solving. It’s what makes our work at Foundation Medicine so innovative and special.   
 
For more perspective on our Client Services department, learn more about our Client Services team in Penzburg! 

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