About the Job

The Senior Associate, Client Services is responsible for responding to and resolving a wide range of complex client inquiries and requests. This role acts 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 Associate, Client Services position but at a more advanced level and with more complicated case resolutions given the more advanced customer service skills required.

Key Responsibilities

• 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.
• Successfully manage high volumes of client-facing interactions and establish connections with physicians, medical/lab staff, and patients via phone and e-mail communication.
• Act as the subject matter expert in at least one Client Services functional area.
• 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.

Qualifications:

Basic Qualifications:

• Bachelor's Degree OR
• Associate’s degree/High School diploma (GED) AND 2+ years of prior work experience in a customer facing role where service skill sets are required OR
• High School diploma (GED) AND 4+ years of prior work experience in a customer facing role where service skill sets are required

Preferred Qualifications:

• General knowledge of Microsoft Office; computer proficiency, strong data entry and typing skills
• Demonstrated experience with:
  • Understanding and communicating scientific or technical information
  • Working well under pressure while maintaining a professional demeanor
  • Working with phone-based support or in a call center
  • Prioritizing and following up on assigned tasks while working in a fast-paced environment
  • 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
  • Using customer relationship management systems
  • Working in an open office environment
• Demonstrated:
  • Excellent interpersonal skills such as active listening, summarizing, and rephrasing
  • Track record of exceeding service and quality expectations
  • Aptitude for dealing with demanding client needs
  • Effective conflict resolution skills; especially over the phone
  • Flexibility and adaptability in a fast-paced and ever-changing environment
  • Attention to detail and excellent organizational skills
  • Willingness to receive information from all levels to achieve desired results
  • Ability to serve as a peer mentor or coach
• Understanding of HIPAA and importance of patient privacy data
• Commitment to FMI values: patients, innovation, collaboration, and passion

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