About the Job

The Team Lead, Client Services partners directly with the Client Services leadership team to provide operational support across the department. The Team Lead responds to and resolves a wide range of client inquiries and requests, and acts as a liaison between internal departments and external partners, customers, and patients. This role acts as a support and mentors other individual contributors on the Client Services Team.

Key Responsibilities

• Provide education, guidance, and support to customers and patients about Foundation Medicine’s products and services.

 • Provide a supportive link between external customers and internal operations.

 • Successfully manage high volumes of client-facing interactions and establish strong rapport with physicians, medical/lab staff, and patients.

 • Document external communication and maintain appropriate records. 

• Use problem solving skills to create and offer solutions to customer issues of varied complexity. 

• Collaborate with leadership to help foster a cross-functional team. 

• Monitor the daily activities of designated team members and assign tasks based on business need.

 • Proactively address client issues and complaints, and escalate when needed. 

• Measure team performance and report metrics to leadership team members. 

• Meet deadlines and support the development and implementation of processes and operational improvement efforts. 

• Provide guidance, and mentorship to Client Services team members. 

• Other duties as assigned.

Qualifications

Basic Qualifications 

• Bachelor's Degree AND 2+ years of prior work experience in a related customer services role, OR 

• Associate’s Degree/High School Diploma (GED) AND 6+ years of prior work experience in a related customer services role 

Preferred Qualifications

 • 3+ years of experience in a related customer services role

 • Cross trained in 3+ functions within Client Services (internal FMI requirement) 

• Prior experience providing phone-based support or working in a call center

 • Experience leading projects or teams, providing professional mentorship or completing a leadership training • Familiarity with scientific and technical concepts, and/or experience communicating medical and technical information to a variety of recipients 

• Proficiency in Microsoft Office and Customer Relationship Management (CRM) Software 

• Strong written and verbal communication skills

 • Demonstrated 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 

• Understanding of HIPAA and the importance of patient data privacy 

• Commitment to reflect FMI's values: passion, patients, innovation, and collaboration.

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