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

Foundation Medicine, Inc.; Morrisville (NC); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading healthcare company is seeking a Client Services Representative to manage customer inquiries and provide support regarding products and services. This role involves communication with clients, maintaining records, and ensuring confidentiality. Candidates should have a high school diploma and at least 2 years of customer service experience. Knowledge of Microsoft Office and strong communication skills are preferred. Join a dynamic team that values integrity, courage, and passion.

Qualifications

• 2+ years of experience in a service-oriented role.
• Understanding of HIPAA and importance of privacy.
• Ability to communicate scientific or technical information.

Responsibilities

• Provide education and support to clients about products and services.
• Manage high volumes of customer interactions via phone and e-mail.
• Document all communications and maintain patient records.

Skills

Customer service skills

Communication skills

Problem-solving skills

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 reflect Foundation Medicine's values: Integrity, Courage, Passion

To all recruitment agencies: Foundation Medicine does not accept agency resumes. Please do not forward resumes to our jobs alias, Foundation Medicine employees or any other organization location. Foundation Medicine is not responsible for any fees related to unsolicited resumes.

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