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Client Service Associate

Penzberg, Bavaria DE | Germany | 82377

About Foundation Medicine

Foundation Medicine, Inc. (FMI) began with an idea—to simplify the complex nature of cancer genomics, bringing cutting-edge science and technology to everyday cancer care. Our approach generates insights that help doctors match patients to more treatment options and helps accelerate the development of new therapies. Foundation Medicine is the culmination of talented people coming together to realize an important vision, and the work we do every day impacts real lives.

About the Job

The Associate, Client Services is responsible for responding to and resolving a wide range of complex client inquiries and requests. This role acts a liaison between departments within FMI as well as between FMI and its partners, customers, and patients. The incumbent operates in a support function within the fast-paced Client Services department within Operations.

Key Responsibilities

  • Successfully manage high volumes of client-facing interactions and establish strong connection with physicians, medical/lab staff, and patients via phone and e-mail communication.
  • Provide education, guidance, and support to customers and patients about FMI’s products and services.
  • Provide a link between external customers and internal operations, while exhibiting professional communication via phone and e-mail.
  • Use problem solving skills to create and offer solutions to customer issues of the highest complexity.
  • Ensure the successful and secure transmission of FMI 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 containing ambiguous patient information.
  • Maintain and update database of patient information.
  • Notify appropriate internal management of issues and complaints.
  • Meet deadlines and work gracefully under pressure.
  • Listen to and understand client/customer needs.
  • Other duties as assigned.

Qualifications

Basic Qualifications

  • Bachelor's Degree OR
  • Associate’s Degree/High School diploma (GED) AND 4+ years of prior work experience in a customer facing role.

Preferred Qualifications

  • Bachelor's Degree and 1+ years of prior work experience in a client services role.
  • Master’s Degree or other advanced education.
  • 1+ years of prior work experience in a clinical setting.
  • Computer proficiency, strong typing and data entry skills.
  • General knowledge of Microsoft Office; computer proficiency, strong data entry skills.
  • Demonstrated experience with:
    • Working in an open office environment.
    • Understanding and communicating scientific or technical information.
    • Working well under pressure while maintaining a professional demeanor.
    • Attention to detail.
    • Prioritizing and following up on assigned tasks.
    • Communicate effectively and follow written and verbal instructions.
    • Handling multiple tasks and work in a fast-paced environment.
    • Adapting to changing procedures, policies and work environment.
    • Learning and understanding a complex industry.
    • Working in a laboratory or life sciences setting.
    • Working with phone-based support or in a call center.
    • Using laboratory management systems.
  • Demonstrated:
    • Excellent interpersonal skills such as active listening, summarizing, rephrasing.
    • Track record of exceeding service and quality expectations.
    • Aptitude with dealing with demanding client needs.
    • Effective conflict resolution skills, especially over the phone.
    • Flexibility and adaptability in a fast-paced and ever-changing environment.
  • Excellent organizational skills.
  • Willingness to receive information from all levels in order to achieve desired results.
  • Demonstrated history of working in a fast-paced environment.
  • Understanding of HIPAA and importance of privacy of patient data.
  • Commitment to FMI values: patients, innovation, collaboration, and passion.

Equal Opportunity and Affirmative Action Plan Employer

Foundation Medicine is proud to be an Equal Opportunity and Affirmative Action employer and considers all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Further, qualified applicants will not be discriminated against on the basis of disability or protected veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also FMI’s EEO Statement and EEO is the Law and Supplement . If you have a disability or special need that requires accommodation, please let us know by completing this form . (EOE/AAP Employer)

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