Client Services Associate
Foundation Medicine · Boston, Massachusetts, United States
Full-time Posted 4 days ago
About this role
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: 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
Qualifications: Basic Qualifications: High School Diploma or General Education Degree (GED) 2+ years of experience in a 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
Apply for this role on Foundation Medicine’s official careers site.