About the Job

The Supervisor, Client Services is responsible for leading a team that responds to and resolves a wide range of client inquiries and requests and liaises between FMI departments, partners, customers and patients. The incumbent operates in a supportive function within the fast-paced Client Services Department, and as a leader is responsible for providing direction, guidance, a more advanced troubleshooting to the team that is based upon a higher level of qualified experience, and implementation of process improvement initiatives. This position supervises individuals within Client Services and supports workflow management. Additionally, the Supervisor, Client Services educates the team through weekly online learning opportunities, refresher training sessions, and a wide variety of other professional growth initiatives for Client Services team members.

Key Responsibilities

• Responsible for daily operations of all functions within Client Services functions.
• Establish and maintain basic workflows within Client Services.
• Proactively rebalance work of the team when needed, managing daily schedules and staffing collaboratively with the leadership team to set the department up for success.
• Hold 1:1 meetings with team members on a regular basis.
• Responsible for training, coaching, supervision, and development of staff. 
• Proactively seek out opportunities for team members outside of their daily responsibilities to help them develop, and foster a growth mindset within the team.
• Proactively develop and implement team strategies to drive success.
• Continuously develop and refine the new hire and ongoing training schedule.
• Track and compile collected training data, related to employee performance and learning.
• Frequently provide positive, constructive, qualitative, and quantitative feedback to staff.
• Monitors ongoing performance of employees; provides corrective action and counseling as required. Performs mid-year and annual performance reviews.
• Execute upon initiatives to foster a collaborative and supportive atmosphere amongst staff.
• Provide coaching and guidance to team members, empowering them to make judgment calls when the next step is not clear and make decisions when needed.
• Take on and resolve escalated client concerns.
• Provide in-depth education, guidance, mentorship, and support to customers, patients, and internal constituents about Foundation Medicine’s products and services.
• Establish strong rapport with physicians, medical staff, laboratory staff, and patients via phone and e-mail communication.
• Use problem solving skills to create and offer solutions to customers or for internal issues of varied complexity.
• Correctly document all external and internal communication and maintain appropriate up-to-date records.
• Collaborate with stakeholders across FMI to refine and update processes and communications that cut across departments.
• Hold team meetings on a regular basis to communicate updates and points of emphasis. 
• Collaborate with Quality Assurance and Compliance to ensure that established processes and any updates fit within the company and legal guidelines.
• Collaborate with the Client Services leadership team to set and implement Client Services Department vision, strategy, and objectives.
• Participates in the interview, selection, and hiring of new employees.
• Other duties as assigned.

Qualifications:

Basic Qualifications:

• Bachelor's degree AND 4+ years of prior work experience in a related customer service role
• Associate’s Degree AND 6+ years of prior work experience in a related customer service role OR
• High School diploma (GED) AND 8+ years of prior work experience in a related customer service role 
• 1+ year(s) of experience in a role where leadership skill sets are required

Preferred Qualifications:

• Prior experience providing phone-based support or working in a call center
• Experience leading projects or teams, providing professional mentorship and coaching
• Familiarity with scientific and technical concepts, and/or experience communicating medical and technical information to a variety of recipients
• Proficient in Microsoft Office and Customer Relationship Management Software
• Ability to learn, use, and train staff in client relationship management systems
• 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. Lead, motivate, and support team through changes
  • Serve as a mentor and coach, through the creation of individual development plans and fostering a growth mindset
  • Give and receive feedback effectively. Engage in performance management conversations and processes to address performance and behavior issues as needed
  • Work collaboratively and cross functionally towards a common goal
  • Communicate effectively and follow and give instructions verbally and in writing
  • Strategic mindset to enhance service offerings and processes within the department. Partner interdepartmentally on shared process changes and enhancements
• Proficient verbal and written communication skills
• Excellent leadership, mentorship, and motivational skills
• Willingness to learn and understand complexity of industry and business
• Understanding of HIPAA and importance of patient data privacy
• Commitment to reflect Foundation Medicine’s values: Integrity, Courage and Passion.

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