Foundation Medicine
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
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 FMI'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 FMI benefits.
#LI-Hybrid
About Us
Foundation Medicine, Inc. (FMI) began with an idea - to simplify the complex nature of cancer genomics, bringing cutting-edge science and technology to everyday cancer care. Our approach generates insights that help doctors match patients to more treatment options and helps accelerate the development of new therapies. Foundation Medicine is the culmination of talented people coming together to realize an important vision, and the work we do every day impacts real lives.
Foundation Medicine is proud to be an Equal Opportunity and Affirmative Action employer and considers all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Further, qualified applicants will not be discriminated against on the basis of disability or protected veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also FMI's EEO Statement and EEO is the Law and Supplement. If you have a disability or special need that requires accommodation, please let us know by completing this form. (EOE/AAP Employer)
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
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 FMI'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 FMI benefits.
#LI-Hybrid
About Us
Foundation Medicine, Inc. (FMI) began with an idea - to simplify the complex nature of cancer genomics, bringing cutting-edge science and technology to everyday cancer care. Our approach generates insights that help doctors match patients to more treatment options and helps accelerate the development of new therapies. Foundation Medicine is the culmination of talented people coming together to realize an important vision, and the work we do every day impacts real lives.
Foundation Medicine is proud to be an Equal Opportunity and Affirmative Action employer and considers all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Further, qualified applicants will not be discriminated against on the basis of disability or protected veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also FMI's EEO Statement and EEO is the Law and Supplement. If you have a disability or special need that requires accommodation, please let us know by completing this form. (EOE/AAP Employer)