Client Services Associate
Company: Disability Solutions
Location: Morrisville
Posted on: October 24, 2024
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Job Description:
About the Job
The Client Services Representative is a vital position at FMI
tasked with the responsibility of 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 about 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.
----- Demonstrate a focus on listening to and understanding
client/customer needs and exceeding service and quality
expectations. Demonstrated aptitude with dealing with demanding
client needs and demonstrates effective conflict resolution
telephone skills.
----- Demonstrate flexibility and adaptability in a fast-paced and
ever-changing environment, according to shifting priorities.
----- Other duties as assigned.
Qualifications
Basic Qualifications--
--- High School Diploma or General Education Degree (GED)--
--- 1+ years of experience in a role where service skill sets are
required
----- Computer proficiency, strong typing and data entry
skills--
Preferred Qualifications--
--- Bachelors' Degree or advanced education--
--- One or more years of experience in a client services role where
deductive reasoning is necessary and related service skill sets are
required--
--- Ability to work full-time in an open office environment--
--- Ability to understand and communicate scientific or technical
information--
--- Understanding of HIPAA and importance of privacy of patient
data--
--- Experience with phone-based support or call center
experience
----- Experience working in a laboratory or life sciences
setting
----- Ability to work well under pressure while maintaining a
professional demeanor--
--- Ability to prioritize and thoroughly follow up on assigned
tasks
----- Excellent organizational skills
----- Demonstrated attention to detail--
--- Willingness to learn and understand complexity of industry and
business--
--- Ability to communicate effectively and follow written and
verbal instructions--
--- Ability to handle multiple tasks and work in a fast-paced
environment--
--- Ability to adapt to changing procedures, policies and work
environment
----- Track record of demonstrated integrity--
--- Proficient verbal and written communication skills--
--- Willingness to receive information from all levels in order to
achieve desired results
----- General knowledge of Microsoft Office and ability to learn
and use laboratory management systems.
#LI-Onsite
Keywords: Disability Solutions, Cary , Client Services Associate, Other , Morrisville, North Carolina
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