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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 Operations Coordinator

  • Kit Creek Road, Morrisville, North Carolina, United States
  • Full Time

About the Job

The Operations Coordinator within the Client Services Department works directly with the Sr. Operations Specialist to deliver best-in-class service to clients and patients. The position is responsible for project support activities of varying complexity, including planning, coordination, drafting and circulating project reports, and general project service duties. Project service duties include cross-functional engagement with Lab Operations business units and maintenance of standard operating processes, work instructions, and process flows. This position also works alongside the Sr. Operations Specialist to serve as the liaison between client services, customer experience, and technology operations.

Regular onsite work at a designated FMI location is an essential function of this role.

Key Responsibilities

  • Coordinate internal projects and determine the best utilization of resources to improve Client Services Associates’ workflow.
  • Provide updates on processes and improvements to client services leadership.
  • Follow up on post-meeting action items as designated during meetings.
  • Create and draft documents including presentations, memos, and spreadsheets.
  • Maintain knowledge of departmental project status and present on information.
  • Analyze data and information to identify business opportunities.
  • Conduct reviews of projects for action items and recommend solutions.
  • Serve as a supportive link for Client Service leadership team and training.
  • Support Sr. Operations Specialist with QA audits and CAPA requirements.
  • Prioritize and manage multiple deliverables and special projects.
  • Manage short term duration projects as assigned.
  • Provide general assistance to the Senior Operations Specialist as needed.
  • Distribute communications related to program and project plan activities.
  • Schedule meetings for program and project plan activities.
  • Organize program and project information.
  • Assimilate meeting minutes into future agenda, circulate action plans, and subsequent action steps.
  • Compile and publish weekly project status reports for leadership and project sponsors, project teams, and other key project stakeholders.
  • Collaborate and problem solve cross-functionally.
  • This position is responsible for multisite alignment and support of client services-related projects and involves moderate amounts of domestic travel (approximately 10%).
  • Other duties assigned.


Basic Qualifications

  • High School Diploma or General Education Degree
  • 1+ year of experience with utilizing a Customer Relationship Management (CRM system) and in data and trend analysis
  • 2+ years of experience in a related customer services, biotech, or healthcare role

Preferred Qualifications

  • Bachelor’s Degree
  • Certified Associate in Project Management
  • Strong interpersonal skills that include excellent written and oral communication
  • Working knowledge of the following regulations: FDA, ISO, CLIA and CAP
  • Experience using project management tools such as SmartSheets
  • Strong foundational project management skills and principles, including scope, schedule, resource and risk management
  • Demonstrated success in projects involving detail, multiple tasks, and short-notice deadlines with daily reprioritization of work
  • Demonstrated ability to juggle competing priorities
  • Capability of working independently under fast-paced and changing conditions
  • Demonstrated ability to function independently with deadline and resource constraints
  • Demonstrated experience with and working knowledge of office support software, including the full Microsoft Office Suite
  • Understanding of HIPAA and importance of patient data privacy
  • Commitment to FMI values: patients, innovation, collaboration, and passion


Please be aware that Foundation Medicine mandates COVID-19 vaccination of all employees regardless of work location. Accommodations may be made in accordance with applicable law.


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.

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.

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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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