Client Services Technical Specialist

Foundation Medicine • Morrisville, NC

134d

About The Position

The CS Technical Specialist supports the Client Service department to serve as a liaison between clients and our internal laboratory and medical teams. This role will serve as a subject matter expert of technical product knowledge in partnership with internal stakeholders to provide best-in-class customer support for peri- and post-testing inquiries. This role works alongside customer experience, lab operations, pathology, medical affairs, and Client Services and Lab Ops Leadership to identify gaps in knowledge and process improvement opportunities. This role is responsible for managing complex inquiries that are technical in nature, understanding the lab processes, and serving as a point of contact for Lab Operations and internal medical teams.

Requirements

• Bachelor's or advanced degree in science related field, including but not limited to Biology, Molecular Biology, Biochemistry, Genetics or Cancer Genetics
• 3+ years of experience in a related customer service role
• 3+ years of experience in a related biotech or healthcare role

Nice To Haves

• Master's or advanced degree in science related field, including but not limited to Biology, Molecular Biology, Biochemistry, Genetics or Cancer Genetics
• 5+ years of experience in a related customer service, biotech, healthcare, or sales role
• Strong comprehension of Medical Terminology
• Experience with utilizing a Customer Relationship Management (CRM system)
• Experience using the Salesforce contact platform
• Experience in data and trend analysis
• Demonstrated ability to manage and escalate issues and drive issue resolution
• Demonstrated ability to problem solve both technical and human/interpersonal problems
• Ability to work independently with minimal direct supervision
• Ability to perform in a detail-oriented and accountable manner that meets deadlines
• Proficiency with Microsoft products, including Word, PowerPoint, Power BI and Excel
• Established problem-solving abilities
• Strong interpersonal skills, including excellent written and oral communication
• Understanding of HIPAA and importance of patient privacy and data regulations
• Commitment to FMI values: patients, innovation, collaboration, and passion.

Responsibilities

• Serves as subject matter expert of genomic assay technical information.
• Communicates technical product knowledge to clients.
• Serves as communication liaison between lab, medical teams and external parties.
• Provides educational support for internal and external stakeholders on technical product knowledge.
• Handles wide variety of escalated technical product knowledge inquiries.
• Generates supplemental genomic data and research use data for client sharing.
• Collaborates with team of genomic experts across different departments to assist with technical product inquiries.
• Partners with Customer Experience and Client Services Operations to provide best-in-class customer support.
• Maintains and supports technical product training resources for Client Services.
• Manages and communicates lab issues to internal Client Services teams.
• Understand internal lab processes.
• Manages short-term duration projects as assigned.
• Coordinates and/or supports internal projects, including but not limited to coordination of data gathering, data analysis, and process improvements to ensure an optimal customer experience.
• Serves as direct point of contact for the internal lab.
• Supports continuous improvement to achieve operational excellence including but not limited to recommendations to improve processes, procedures, and tool usage.
• Works across multiple workstreams to understand current business needs and possible emerging issues to build data solutions that provide actionable insights.
• Evaluates root-cause analysis to identify knowledge and process gaps.
• Other duties as assigned.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree