Sr. Client Services Associate

Foundation Medicine•Morrisville, NC

3d•Hybrid

About The Position

The Senior Associate, Client Services is responsible for responding to and resolving a wide range of complex client inquiries and requests. This role acts a liaison between departments within FMI as well as between FMI and its partners, customers, and patients. The incumbent operates in a support function within the fast-paced Client Services department within Operations. The role performs many of the same functions as the Associate, Client Services position but at a more advanced level and with more complicated case resolutions given the more advanced customer service skills required.

Requirements

Bachelor's Degree OR Associate’s degree/High School diploma (GED) AND 2+ years of prior work experience in a customer facing role where service skill sets are required OR High School diploma (GED) AND 4+ years of prior work experience in a customer facing role where service skill sets are required

Nice To Haves

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
Prioritizing and following up on assigned tasks while working in a fast-paced environment
Communicating effectively and following written and verbal instructions
Handling multiple tasks and working in a fast-paced environment
Adapting to changing procedures, policies, and work environment
Learning and understanding a complex industry
Working in a laboratory or life sciences setting
Using customer relationship management systems
Working in an open office environment
Demonstrated: Excellent interpersonal skills such as active listening, summarizing, and rephrasing
Track record of exceeding service and quality expectations
Aptitude for dealing with demanding client needs
Effective conflict resolution skills; especially over the phone
Flexibility and adaptability in a fast-paced and ever-changing environment
Attention to detail and excellent organizational skills
Willingness to receive information from all levels to achieve desired results
Ability to serve as a peer mentor or coach
Understanding of HIPAA and the importance of patient data privacy
Commitment to reflect FMI’s values: Integrity, Courage, and Passion

Responsibilities

Provide education, guidance, and support to customers and patients about FMI’s products and services.
Provide a link between external customers and internal operations, while exhibiting professional communication via phone and e-mail.
Successfully manage high volumes of client-facing interactions and establish connections with physicians, medical/lab staff, and patients via phone and e-mail communication.
Act as the subject matter expert in at least one Client Services functional area.
Mentor and guide less experienced team members.
Use problem solving skills to create and offer solutions to customer issues of the highest complexity.
Ensure the successful and secure transmission of FMI 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 containing ambiguous patient information.
Maintain and update database of patient information.
Notify appropriate internal management of issues and complaints.
Meet deadlines and work gracefully under pressure.
Listen to and understand client/customer needs.
Other duties as assigned.
Comply with FMI's attendance policies