Client Success Representative

Fulgent Therapeutics LLC; Coppell (TX); On-site; USD 35,000 - 45,000; Full time

Job summary

Fulgent Therapeutics LLC is seeking a Client Success Representative to ensure client requests are handled accurately and promptly. The role involves supporting client inquiries via electronic means and phone communication, while working independently and as part of a team.

The ideal candidate will possess a high school diploma, over a year of client service experience, and proficiency in MS Office. This position is vital to providing optimal patient care and maintaining high-quality service standards.

Qualifications

• 1+ year experience in a client services role required; administrative or medical role preferred.
• Ability to work harmoniously as a member of the team.
• Strict attention to detail and organized.

Responsibilities

• Ensure client requests are fulfilled accurately and efficiently.
• Coordinate with Distribution to send slides to outside institutions.
• Maintain quality service by adhering to call monitoring standards.

Skills

Strong phone etiquette

Team collaboration

Clear written communication

Attention to detail

Proficient in MS Office

Education

High School diploma or equivalent

Tools

CRM

LIS

Job description

Summary of Position

The Client Success Representative ensures that client requests are fulfilled accurately and efficiently. Client Services Representatives act as the first‑tier support for all electronic communication sent to the Client Services team, responding to internal and external client inquiries and triaging the request to the correct level or department.

Key Job Elements

• Work requests and tickets, including coordination with Distribution to send slides to outside institutions.
• Fax, confirm and document receipt of critical diagnosis reports.
• Process requests for record of loans to outside institutions.
• Process requests for additional testing.
• Handle incoming and outgoing calls.
• Maintain quality service by adhering to call monitoring standards and standard operating procedures to ensure a positive client experience and optimal patient care.
• Use internal technologies including CRM (Customer Relationship Management) and LIS (Laboratory Information System).
• Work independently and in a team environment, sharing and receiving information and ideas from all levels of the organization.
• Be flexible and adaptable to changing priorities while maintaining a high level of personal accountability.
• Exude a positive attitude while displaying a commitment and passion for patient care.

Qualifications

• High School diploma or equivalent.
• 1+ year experience in a client services role required; experience in an administrative, receptionist, and medical role preferred.
• Strong and courteous phone etiquette.
• Ability to work harmoniously as a member of the team.
• Ability to compose clear, concise, and professional written communication.
• Strict attention to detail and organized; precise when performing clerical tasks.
• Ability to meet deadlines and work under pressure.
• Demonstrates flexibility and adaptability to shift gears according to the priority of tasks.
• Capacity to work independently once given adequate instructions.
• Proficient in MS Office.

Supervisory Responsibilities

No

Reports To

Manager, Client Success

Environment

Fulgent Therapeutics LLC is an Equal Employment Opportunity Employer.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.