Person, Text, Face, Clothing, Apparel

Client Services Associate

  • Penzberg, Bavaria DE, Germany, 82377
  • Full Time

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

 

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)

To all recruitment agencies: Foundation Medicine does not accept agency resumes. Please do not forward resumes to our jobs alias, Foundation Medicine employees or any other organization location. Foundation Medicine is not responsible for any fees related to unsolicited resumes.

Apply Now

Internal applicants, please use your FMI email address.

Please let me know about more jobs like this

Not You?

Thank you

Recommended Jobs

Software QA Engineer II

Quality Assurance 101884 Cambridge Massachusetts United States Cambridge, Massachusetts, United States Operations
About the Job The Software QA Engineer II is part of a team responsible for Quality Assurance of the genomics platform that powers every test at Foundation Medicine. The scientists and engineers in the group collaborate with other teams to enric...

Specimen Return Specialist I ( M-F, 7:30-4:00)

Lab Operations 101892 Morrisville North Carolina United States Kit Creek Road, Morrisville, North Carolina, United States Operations
About the Job The Specimen Return Specialist I is responsible for the day-to-day operation of FMI’s Specimen Return process. This position is instrumental in the successful operation of the laboratory and, as a result, to the care of patients. ...

Desktop Engineer II

Information Technology 101654 Cambridge Massachusetts United States Cambridge, Massachusetts, United States Technology
About the Job The Desktop Engineer II will work together with the Desktop Engineering team and the Service Desk to solve technical problems and ensure all computers; network connections and software are functioning smoothly for the business. The...

Continuous Quality Improvement Program Manager

Quality Assurance 101879 Cambridge Massachusetts United States Cambridge, Massachusetts, United States Operations
About the Job The Continuous Quality Improvement Program Manager, in the Quality Assurance Laboratory Operations department, is a critical role at FMI ensuring preanalytical laboratory processes are compliant and operating efficiently. This high...
Blonde, Kid, Child, Person, Female, Woman, Teen, Girl, Face, Home Decor

The past twelve months have been beyond exceptional and nobody can deny the impacts the global corona pandemic had on our daily lives. However, there were many positives. Our working environment had to quickly adapt to the new situation and employers and employees just the same had to accommodate to the new circumstances. Continued or exclusive work from remote has become “the new normal” – and to everyone’s surprise, it is working just as well. 

Learn more from Vera , VP, International Operations & Managing Director Foundation Medicine GmbH.

LEARN MORE

Foundation Medicines European subsidiary is located within the Roche Campus in Penzberg, Germany, just a couple of miles south of Munich. Roche Penzberg is one of Europe’s largest biotechnology centers, employing around 6,200 people from over 50 nations.

In addition to laboratory operations, the site functions as hub for internal collaborations and partnerships. The central location in Europe and within the Penzberg campus allow for a strong synergy between Foundation Medicine, various national and international partners and Roche. 

Building, Neighborhood, Urban, Nature, Outdoors, Landscape, Scenery, Aerial View, Campus, Power Plant
Apparel, Clothing, Person, Coat, Lab Coat, Lab, Screen, Electronics, Monitor, LCD Screen

The Foundation Medicine team in Penzberg consists of several groups, such as Laboratory Operations, Client Services & Accessioning, Computational Biology, Quality Assurance, Automation Engineering, Project management, Finance and IT. Many of the Roche amenities on campus can also be used by Foundation Medicine employees, such as the gym, canteen, and bus services.

Learn more about our German location from our Project Manager, Barbara.

Person, Sitting, Sunglasses, Accessory, Accessories, Audience, Crowd, People, Clothing