Client Services Associate

Company: Disability Solutions
Location: Boston
Posted on: November 15, 2024

Job Description:

About the Job--
The Client Services Representative is a vital position at FMI tasked with the responsibility of 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 about 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.--
--- Demonstrate a focus on listening to and understanding client/customer needs and exceeding service and quality expectations. Demonstrated aptitude with dealing with demanding client needs and demonstrates effective conflict resolution telephone skills.--
--- Demonstrate flexibility and adaptability in a fast-paced and ever-changing environment, according to shifting priorities.--
--- Other duties as assigned.
Qualifications:
Basic Qualifications--
--- High School Diploma or General Education Degree (GED)
----- 1+ years of experience in a role where service skill sets are required
----- Computer proficiency, strong typing and data entry skills
Preferred Qualifications--
--- Bachelors' Degree or advanced education
----- One or more years of experience in a client services role where deductive reasoning is necessary and related service skill sets are required--
--- Ability to work full-time in an open office environment
----- Ability to understand and communicate scientific or technical information--
--- Understanding of HIPAA and importance of privacy of patient data--
--- Experience with phone-based support or call center experience--
--- Experience working in a laboratory or life sciences setting--
--- Ability to work well under pressure while maintaining a professional demeanor--
--- Ability to prioritize and thoroughly follow up on assigned tasks--
--- Excellent organizational skills--
--- Demonstrated attention to detail--
--- Willingness to learn and understand complexity of industry and business--
--- Ability to communicate effectively and follow written and verbal instructions--
--- Ability to handle multiple tasks and work in a fast-paced environment--
--- Ability to adapt to changing procedures, policies and work environment--
--- Track record of demonstrated integrity--
--- Proficient verbal and written communication skills--
--- Willingness to receive information from all levels in order to achieve desired results--
--- General knowledge of Microsoft Office and ability to learn and use laboratory management systems.

Keywords: Disability Solutions, Brockton , Client Services Associate, Other , Boston, Massachusetts