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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.


Specimen Procurement Specialist

  • Cambridge, Massachusetts, United States
  • Full Time

About the Job

The Specimen Procurement Specialist (SPS) within the Client Services Operations team partners directly with the FMI customer experience and commercial teams in support of key FMI pathology and phlebotomy accounts through insight into case management, escalations, and specialized projects. This position may serve as a subject matter expert with regard to pre-, peri-, and post-testing while providing consistent and exceptional operational support for the operations team across FMI’s product portfolio.

The SPS collaborates with the Operations team to ensure FMI’s pathology customers and patients are satisfied with our products and services while providing analysis of trends and opportunities for improvement and refinement of specimen procurement. This role works closely with all relevant stakeholders to champion the sustainability and growth of key pathology and phlebotomy accounts. The SPS is a role model for collaboration and facilitation of best-in-class customer service.

Key Responsibilities

  • Partner closely with Client Services Associates, Customer Experience Specialists, Customer Experience Executives, and commercial team members on supporting client accounts to assist in the efficient procurement of samples for testing.
  • Collaborate interdepartmentally and with internal stakeholders to improve account services and implement custom solutions tailored to needs of the client that may be outside of standard resolution process.
  • Identify potential operational issues that may delay existing orders, suggest resolutions, and implement solutions.
  • Partner with critical internal and external stakeholders to strategize process changes that help sustain and grow accounts.
  • Serve as a subject matter expert for certain client activities and ordering patterns to improve and refine service delivery, follow through to ensure all improvements are reviewed and put in place in collaboration with operations, customer experience, and commercial.
  • Proactively schedule and maintain regular interactions with clients and commercial to optimize workflow and service delivery for excellent customer experience as measured.
  • Support the collection of information required for testing and documentation with external contacts, including, but not limited to pathology laboratories and phlebotomy vendors.
  • Be an expert at FMI services, offer support across a range of technology product offerings in a welcoming manner.
  • Meet regularly with internal stakeholders to stay current with procedural changes, ensure training is compliant.
  • Ensure commitment to FMI patients and clients while maintaining a professional and warm presence in all settings (email, phone, occasional face-to-face).
  • Attend to emails within 24 hours unless exceptional circumstances arise (vacation, sick) and formulate backup plans when appropriate.
  • Be responsible for collaborating with different work groups internally and departments to improve the customer experience.
  • Coordinate and/or support internal projects including but not limited to coordination, data gathering and analysis, process improvements to ensure an optimal customer experience.
  • Partner across various support areas within Client Services ensuring collaboration and teamwork.
  • Travel up to 10% of the time.
  • Other duties as assigned.


Basic Qualifications

  • Bachelor’s Degree or relevant work experience AND 3+ years of experience in a customer service, biotech, healthcare, or sales role; OR,
  • Associate degree/High School Diploma (GED) AND 7+ years of prior work experience in a related customer services role

Preferred Qualifications

  • 4+ years of experience in a related customer service, biotech, healthcare, or sales role
  • Experience with utilizing a Customer Relationship Management (CRM system)
  • Experience using the Salesforce contact platform
  • Experience in data and trend analysis for account management
  • Prior experience working with remote teams
  • Demonstrated history of managing multiple concurrent initiatives while maintaining workflow
  • Demonstrated ability to manage and escalate issues and drive issue resolution
  • Demonstrated ability to problem solve both technical and human/interpersonal problems
  • Ability to work independently with minimal direct supervision
  • Ability to perform in a detail-oriented and accountable manner that meets deadlines
  • Proficiency with Microsoft products, including Word, PowerPoint, Power BI and Excel
  • Established problem-solving abilities and analytical and negotiations skills
  • Strong interpersonal skills, including excellent written and oral communication
  • Understanding of HIPAA and importance of patient privacy and data regulations
  • 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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