Sr. Client Services Associate

About this role

About the Job: The Senior Associate, Client Services is responsible for responding to and resolving a wide range of complex client inquiries and requests. This role acts a liaison between departments within FMI as well as between FMI and its partners, customers, and patients. The incumbent operates in a support function within the fast-paced Client Services department within Operations

The role performs many of the same functions as the Associate, Client Services position but at a more advanced level and with more complicated case resolutions given the more advanced customer service skills required. Key Responsibilities: Provide education, guidance, and support to customers and patients about FMI’s products and services. Provide a link between external customers and internal operations, while exhibiting professional communication via phone and e-mail

Successfully manage high volumes of client-facing interactions and establish connections with physicians, medical/lab staff, and patients via phone and e-mail communication. Act as the subject matter expert in at least one Client Services functional area. Mentor and guide less experienced team members

Use problem solving skills to create and offer solutions to customer issues of the highest complexity. Ensure the successful and secure transmission of FMI 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 containing ambiguous patient information

Maintain and update database of patient information. Notify appropriate internal management of issues and complaints. Meet deadlines and work gracefully under pressure

Listen to and understand client/customer needs. Other duties as assigned. Qualifications: Basic Qualifications: Bachelor's Degree OR Associate’s degree/High School diploma (GED) AND 2+ years of prior work experience i

Apply for this role on Foundation Medicine’s official careers site.