About the Job

The Client Services Representative is a vital position at FMI tasked with the responsibility of 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 about 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.

 • Demonstrate a focus on listening to and understanding client/customer needs and exceeding service and quality expectations. Demonstrated aptitude with dealing with demanding client needs and demonstrates effective conflict resolution telephone skills.

 • Demonstrate flexibility and adaptability in a fast-paced and ever-changing environment, according to shifting priorities.

 • Other duties as assigned.

Qualifications

Basic Qualifications 

• High School Diploma or General Education Degree (GED) 

• 1+ years of experience in a role where service skill sets are required

 • Computer proficiency, strong typing and data entry skills 

Preferred Qualifications 

• Bachelors’ Degree or advanced education 

• One or more years of experience in a client services role where deductive reasoning is necessary and related service skill sets are required 

• Ability to work full-time in an open office environment 

• Ability to understand and communicate scientific or technical information 

• Understanding of HIPAA and importance of privacy of patient data 

• Experience with phone-based support or call center experience

 • Experience working in a laboratory or life sciences setting

 • Ability to work well under pressure while maintaining a professional demeanor 

• Ability to prioritize and thoroughly follow up on assigned tasks

 • Excellent organizational skills

 • Demonstrated attention to detail 

• Willingness to learn and understand complexity of industry and business 

• Ability to communicate effectively and follow written and verbal instructions 

• Ability to handle multiple tasks and work in a fast-paced environment 

• Ability to adapt to changing procedures, policies and work environment

 • Track record of demonstrated integrity 

• Proficient verbal and written communication skills 

• Willingness to receive information from all levels in order to achieve desired results

 • General knowledge of Microsoft Office and ability to learn and use laboratory management systems.

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