Client Services Associate (11:30 AM - 8:00 PM)

Foundation Medicine; Morrisville (NC); On-site; USD 41,000 - 51,000; Full time

Job summary

Foundation Medicine is seeking a Client Services Representative in Morrisville, NC to handle a wide range of client inquiries and coordinate between FMI and its partners, customers, and patients. The role emphasizes attentive service, accuracy, and timely communication in a fast-paced environment.

Responsibilities include educating customers about FMI products, supporting internal operations, and maintaining patient data records with vendor liaison duties as needed.

Qualifications

• HS diploma or GED required.
• 2+ years of experience in a role where service skill sets are required.
• Proficiency with Microsoft Office and data entry.

Responsibilities

• Provide education, guidance, and support to customers and patients about Foundation Medicine’s products and services.
• Serve as a liaison between external customers and internal operations, maintaining a professional image via phone and email.
• Manage high volumes of client-facing interactions and build rapport with physicians, medical staff, and patients via phone or email.
• Use problem solving to offer solutions to customer issues of varying complexity.
• Ensure secure transmission of patient reports and status updates; document communications and maintain records.

Skills

Customer service

Data entry

Phone support

HIPAA compliance

Education

High School Diploma or GED

Tools

Microsoft Office

Typing skills

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

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.
• Comply with FMI's attendance policies

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 the importance of patient data privacy
• Commitment to reflect FMI’s values: Integrity, Courage, and Passion

The expected salary range for this position based on the primary location of Morrisville, NC is $40,640 - $50,800 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.