Client Services Associate

Foundation Medicine; Boston (MA); On-site; USD 42,800 - 53,500; Full time

Job summary

Foundation Medicine is looking for a Client Services Representative in Boston, MA. This role involves responding to client inquiries, providing support and education about Foundation Medicine's products, and managing client interactions effectively. Candidates should possess a High School Diploma or GED, have at least 2 years of experience in a service role, and demonstrate strong communication skills. The expected salary range is $42,800 - $53,500 per year, alongside potential performance bonuses and benefits.

Qualifications

• 2+ years of experience in a role requiring service skills.
• Knowledge of HIPAA and importance of privacy.

Responsibilities

• Respond to and resolve client inquiries and requests.
• Provide education and support regarding Foundation Medicine's products.
• Manage high volumes of client interactions effectively.

Skills

Service skill sets

Problem solving skills

Communication skills

Attention to detail

Organizational skills

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

About the Job

The Client Services Representative is responsible for 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 regarding 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.
• Other duties as assigned.

Qualifications

Basic Qualifications

• High School Diploma or General Education Degree (GED)
• 2+ years of experience in a role where service skill sets are required

Preferred Qualifications

• 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 environment Prioritizing and following up on assigned tasks while working in a fast-paced environment Communicating effectively and following written and verbal instructions Working in an open office environment
• Demonstrated: Willingness to learn and understand complexity of industry and business Ability to adapt to changing procedures, policies and work environment Attention to detail and organizational skills Excellent verbal and written communication skills
• Understanding of HIPAA and importance of privacy and patient data
• Commitment to FMI values: Integrity, Passion, and Courage

Compensation and Benefits

The expected salary range for this position based on the primary location of Boston, MA is $42,800 - $53,500 per year. The salary range is commensurate with Foundation Medicine’s compensation practice and considers factors including, but not limited to, education, training, experience, external market conditions, criticality of role, and internal equity. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for Foundation Medicine's benefits.