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Director, Client Services

Morrisville | North Carolina | United States

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. 

ABOUT THE JOB

Director, Client Services is responsible for performing multiple activities in support of FMI’s Client Services operations to ensure that patient and client orders and inquiries are processed within FMI’s service and quality metrics. The Director ensures the Client Services functions (order processing, patient sample procurement, and call center) are effective and efficient by collaborating with operations leaders to anticipate and resolve issues related to efficiencies in throughput, staffing, and client services processes. The Director, Client Services will be located in Morrisville, North Carolina with travel to the San Diego and Cambridge locations (20%).

Key Responsibilities:

  • Provide daily oversight of Client Services operation across multiple locations.
  • Optimize the schedule and resource capacity model to best meet service levels for turnaround time.
  • Establish, monitor, and publish appropriate service metrics for customer satisfaction, retention and business goals.
  • Staff Client Services with credentialed technical and professional employees.
  • Provide timely responses and support for customer requests and resolution of escalated complaints.
  • Identify and escalate Client Service issues to the laboratory teams and subject matter experts for investigation.
  • Identify resource needs and assign individual responsibilities on projects by working with area managers to secure and schedule project resources.
  • Maintain familiarity with company standard operating procedures (SOPs), practices, and applicable professional, federal, state, and local regulations, and ensure that Client Services is in compliance.
  • Maintain extensive knowledge of relevant fields and techniques.
  • Mentor other process leaders.
  • Advise senior management on process improvement opportunities.
  • Represent Client Services department to other sites and functions for cross-site collaborations, projects and implementation of best practices.
  • Other duties as assigned.

 

QUALIFICATIONS

Basic Qualifications:

  • Bachelor’s Degree.
  • 10+ years of senior operational leadership in a high throughput client services or customer support role.

Preferred Qualifications:

  • Leadership experience in a decentralized, matrixed organization.
  • Experience with budgeting and capacity modeling.
  • Proven experience setting, monitoring, and publishing results on quality, service, and cost goals.
  • Experience managing multiple shifts and experience managing across multiple locations.
  • Experience leading Lean Six Sigma initiatives and teams.
  • Excellent verbal and written communication skills.
  • Ability to work independently as well as collaborate with peers in a fast-paced and cross-functional results-oriented team environment.
  • Ability to work within tight timelines for successful and timely execution of project and program goals.
  • Experience in Healthcare or molecular laboratory environment.
  • Understanding of HIPAA and importance of privacy of patient data.
  • Ability to: 
    • Work well under pressure while maintaining a professional demeanor 
    • Prioritize and thoroughly follow up on assigned tasks 
    • Handle multiple tasks at once and work in a fast-paced environment 
    • Adapt to changing procedures, policies and work environment 
  • Demonstrated integrity and a commitment to values held at FMI: patients, innovation, collaboration, and passion. 

 

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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