Team Lead, Client Services

Company: Disability Solutions
Location: Morrisville
Posted on: September 28, 2024

Job Description:

About the Job
The Team Lead, Client Services partners directly with the Client Services leadership team to provide operational support across the department. The Team Lead responds to and resolves a wide range of client inquiries and requests, and acts as a liaison between internal departments and external partners, customers, and patients. This role acts as a support and mentors other individual contributors on the Client Services Team.
Key Responsibilities
--- Provide education, guidance, and support to customers and patients about Foundation Medicine's products and services.
----- Provide a supportive link between external customers and internal operations.
----- Successfully manage high volumes of client-facing interactions and establish strong rapport with physicians, medical/lab staff, and patients.
----- Document external communication and maintain appropriate records.--
--- Use problem solving skills to create and offer solutions to customer issues of varied complexity.--
--- Collaborate with leadership to help foster a cross-functional team.--
--- Monitor the daily activities of designated team members and assign tasks based on business need.
----- Proactively address client issues and complaints, and escalate when needed.--
--- Measure team performance and report metrics to leadership team members.--
--- Meet deadlines and support the development and implementation of processes and operational improvement efforts.--
--- Provide guidance, and mentorship to Client Services team members.--
--- Other duties as assigned.
Qualifications
Basic Qualifications--
--- Bachelor's Degree AND 2+ years of prior work experience in a related customer services role, OR--
--- Associate's Degree/High School Diploma (GED) AND 6+ years of prior work experience in a related customer services role--
Preferred Qualifications
----- 3+ years of experience in a related customer services role
----- Cross trained in 3+ functions within Client Services (internal FMI requirement)--
--- Prior experience providing phone-based support or working in a call center
----- Experience leading projects or teams, providing professional mentorship or completing a leadership training --- Familiarity with scientific and technical concepts, and/or experience communicating medical and technical information to a variety of recipients--
--- Proficiency in Microsoft Office and Customer Relationship Management (CRM) Software--
--- Strong written and verbal communication skills
----- Demonstrated ability to:--
--- Work well under pressure while maintaining a professional demeanor--
--- Prioritize and thoroughly follow up on assigned tasks
----- Handle multiple tasks at once and work in a fast-paced environment--
--- Adapt to changing procedures, policies and work environment--
--- Understanding of HIPAA and the importance of patient data privacy--
--- Commitment to reflect FMI's values: passion, patients, innovation, and collaboration.
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Keywords: Disability Solutions, Cary , Team Lead, Client Services, Other , Morrisville, North Carolina