What are the responsibilities and job description for the Client Services Associate position at Foundation Medicine?
About The Job
The Client Services Representative is responsible for responding to and resolving a wide range of client inquiries and requests as well as acting as a liaison between departments within FMI, and between FMI and its partners, customers and the patient. The incumbent operates in a supportive function within the fast-paced Client Services department
Key Responsibilities
Basic Qualifications:
The Client Services Representative is responsible for responding to and resolving a wide range of client inquiries and requests as well as acting as a liaison between departments within FMI, and between FMI and its partners, customers and the patient. The incumbent operates in a supportive function within the fast-paced Client Services department
Key Responsibilities
- Provide education, guidance, and support to customers and patients regarding Foundation Medicine’s products and services.
- Provide a supportive link between external customers and internal operations, while demonstrating a positive and professional image through communication via phone and e-mail.
- Successfully manage high volumes of client-facing interactions and establish strong rapport with physicians, medical/lab staff, and patients via phone and e-mail communication.
- Use problem solving skills to create and offer solutions to customer issues of varied complexity.
- Ensure the successful and secure transmission of Foundation Medicine 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 with ambiguous patient information.
- Maintain and update database of patient information.
- Notify appropriate internal management of client issues and complaints.
- Meet deadlines and work gracefully under pressure.
- Other duties as assigned.
- Comply with FMI's attendance policies
Basic Qualifications:
- High School Diploma or General Education Degree (GED)
- 2 years of experience in a role where service skill sets are required
- 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 environment
- Prioritizing and following up on assigned tasks while working in a fast-paced environment
- Communicating effectively and following written and verbal instructions
- Working in an open office environment
- Demonstrated:
- Willingness to learn and understand complexity of industry and business
- Ability to adapt to changing procedures, policies and work environment
- Attention to detail and organizational skills
- Excellent verbal and written communication skills
- Understanding of HIPAA and importance of privacy and patient data
- Commitment to FMI values: patients, innovation, collaboration, and passion
Salary : $40,640 - $50,800