About the Job

The Client Services Representative is responsible for 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 regarding 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.
• Other duties as assigned.

Qualifications:

Basic Qualifications:

• High School Diploma or General Education Degree (GED)
• 2+ years of experience in a role where service skill sets are required

Preferred Qualifications:

• General knowledge of Microsoft Office; computer proficiency, strong data entry and typing skills
• Demonstrated experience with:
  • Understanding and communicating scientific or technical information
  • Working well under pressure while maintaining a professional demeanor
  • Working with phone-based support or in a call center environment
  • Prioritizing and following up on assigned tasks while working in a fast-paced environment
  • Communicating effectively and following written and verbal instructions
  • Working in an open office environment
• Demonstrated: 
  • Willingness to learn and understand complexity of industry and business
  • Ability to adapt to changing procedures, policies and work environment
  • Attention to detail and organizational skills 
  • Excellent verbal and written communication skills
• Understanding of HIPAA and importance of privacy and patient data
• Commitment to FMI values: patients, innovation, collaboration, and passion

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