Every patient sample is a story.

That's why our Lab Ops team is focused on providing physicians with comprehensive genomic information about each person's cancer. Information that's as unique as the patients are. The insights discovered in our labs may help change their story.

 

Client Services Associate

  • 400 Summer Street, Boston, Massachusetts, United States
  • Full Time

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

#LI-Hybrid

About Foundation Medicine

Foundation Medicine 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.

Confidence, or the belief that we need to check every box before applying for a job, can sometimes hold us back from going after a role that inspires us. At Foundation Medicine there's no such thing as the 'perfect' applicant, and our company is a place where every employee can make an impact and continue to grow whatever background they may have or path they may have taken. So, as long as you meet the basic qualifications for a role, please apply if you see a position that would make you excited to come into Foundation Medicine every day and help us transform cancer care.

Apply Now

Internal applicants, please use your FMI email address.

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Foundation Medicine is proud to be an equal opportunity employer and maintains affirmative action programs for individuals with disabilities and protected veterans.  It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.  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

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