Client Services Associate (11:30 AM - 8:00 PM)

About the role

The Client Services Representative is responsible for responding to and resolving a wide range of client inquiries and requests, acting as a liaison between departments within FMI, and between FMI and its partners, customers, and patients. The incumbent operates in a supportive function within the fast-paced Client Services department.

Responsibilities

• Provide education, guidance, and support to customers and patients regarding Foundation Medicine’s products and services.
• Act as a supportive link between external customers and internal operations, demonstrating a positive and professional image through phone and email communication.
• Manage high volumes of client-facing interactions and establish strong rapport with physicians, medical/lab staff, and patients via phone and email.
• 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.
• Enter new test requests into the system and review/update 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.
• Comply with FMI's attendance policies.
• Perform other duties as assigned.

Requirements

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 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 the complexity of the 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 the importance of patient data privacy.
• Commitment to reflect FMI’s values: Integrity, Courage, and Passion.

Pay

The expected salary range for this position based on the primary location of Morrisville, NC is $40,640 - $50,800 per year. A discretionary annual bonus may be available based on individual and Company performance.

Benefits

This position qualifies for Foundation Medicine's benefits.