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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.


Generalist, Client Services

  • Cambridge, Massachusetts, United States
  • Full Time

About the Job

The Generalist, Client Services is responsible for responding to and resolving a wide range of complex client inquiries and requests. This role acts as a liaison between departments within FMI as well as between FMI and its partners, customers, and patients. The incumbent operates in a support function within the fast-paced Client Services department within Operations. The role performs many of the same functions as the Senior Associate, Client Services position but at a more advanced level and the versatility to work in multiple Client Services functional areas to support business continuity.

Key Responsibilities

  • Assist with daily coverage in various functional areas within Client Services.
  • Successfully manage high volumes of client-facing interactions and establish strong connection with physicians, medical/lab staff, and patients via phone and e-mail communication.
  • Provide education, guidance, and support to customers and patients about FMI’s products and services.
  • Provide a link between external customers and internal operations, while exhibiting professional communication via phone and e-mail.
  • Act as the subject matter expert in at least two Client Services functional areas.
  • Mentor and guide less experienced team members.
  • Use problem solving skills to create and offer solutions to customer issues of the highest complexity.
  • Ensure the successful and secure transmission of FMI 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 containing ambiguous patient information.
  • Maintain and update database of patient information.
  • Notify appropriate internal management of issues and complaints.
  • Meet deadlines and work gracefully under pressure.
  • Listen to and understand client/customer needs.
  • Other duties as assigned.


Basic Qualifications

  • Bachelor's Degree; OR,
  • Associate degree/High School diploma (GED) AND 5+ years of prior work experience in a customer facing role
  • 3+ years of prior work experience as a Client Services Associate at FMI with cross-training in 3 or more sub-functions (e.g. outbound, inbound, call center)

Preferred Qualifications

  • Bachelor's Degree and 3+ years of prior work experience in a client services role
  • Master’s Degree or other advanced education
  • 3+ years of prior work experience in a clinical setting
  • Computer proficiency, strong typing, and data entry skills
  • General knowledge of Microsoft Office; computer proficiency, strong data entry skills
  • Demonstrated experience with:
    • Working in an open office environment
    • Understanding and communicating scientific or technical information
    • Working well under pressure while maintaining a professional demeanor
    • Attention to detail
    • Prioritizing and following up on assigned tasks
    • Communicating effectively and following written and verbal instructions
    • Handling multiple tasks and working in a fast-paced environment
    • Adapting to changing procedures, policies, and work environment
    • Learning and understanding a complex industry
    • Working in a laboratory or life sciences setting
    • Working with phone-based support or in a call center
    • Using laboratory management systems
  • Demonstrated Skills:
    • Excellent interpersonal skills such as active listening, summarizing, rephrasing
    • Track record of exceeding service and quality expectations
    • Aptitude with dealing with demanding client needs
    • Effective conflict resolution skills, especially over the phone
    • Flexibility and adaptability in a fast-paced and ever-changing environment
    • Excellent organizational skills
  • Willingness to receive information from all levels in order to achieve desired results
  • Demonstrated history of working in a fast-paced environment
  • Understanding of HIPAA and importance of privacy of patient data
  • 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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Internal applicants, please use your FMI email address.

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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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