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: Integrity, Courage, and Passion

The expected salary range for this position based on the primary location of Boston, MA is $48,400 - $60,500 per year. The salary range is commensurate with Foundation Medicine’s compensation practice and considers factors including, but not limited to, education, training, experience, external market conditions, criticality of role, and internal equity. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for Foundation Medicine's benefits.

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