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Client Service Associate

Posted 26 days ago

  • Expiry Date: 21 May 2022

Job Description:

Duties:

  • 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. 

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 email. 

  •  Successfully manage high volumes of client-facing interactions and establish a 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 varying 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 the 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. 

Basic Qualifications 

  • 1+ years of experience in a role where service skillsets are required.

  • Computer proficiency, strong typing and data entry skills.

  • General knowledge of Microsoft Office and ability to learn and use laboratory management systems.

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities.

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.