- Expiry Date: 21 May 2022
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.
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.
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.
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