Client Services Representative
Foundation Medicine is seeking a talented and highly motivated CLIENT SERVICES REPRESENTATIVE, to join its growing team! The successful candidate will be responsible for assisting clients to ensure successful specimen action resolution and for creating and maintaining a high level of Client satisfaction with Client Services and Foundation Medicine. The incumbent will troubleshoot and respond to a wide variety of client inquiries and requests, and also act as a liaison between various departments within the organization and the Client; handle all incoming calls from our clients in a professional and responsible manner; monitor incoming emails from both our clients and the various labs, case status inquiries, and troubleshooting requests.
PRIMARY RESPONSIBILITIES AND ESSENTIAL DUTIES
Interact with customers to provide information about Foundation Medicine’s products and services via incoming calls, physician/patient voice mails, patient inquiry email.
Contacts the client to resolve non-technical routine matters related to patient testing and result reporting
Documents all communication in the patient file and maintains appropriate records.
Procure samples through shipment of kits, contacting and faxing request to pathology departments, track and update sample status
Review each accession to ensure billing requirements are complete prior to submitting to billing vendor
Triages calls and redirects them to a medical professional when highly technical and/or medical input is required.
Notifies appropriate internal management of client issues and complaints
Participate in the development of department protocols and procedures
Assist accessioning as needed (for example, returning blocks)
REQUIRED SKILLS EDUCATION AND EXPERIENCE
Minimum High School Diploma or Equivalent required, Bachelors degree preferred
Five years working in a CLIA certified diagnostic laboratory dealing with logistical or clinical issues in a service oriented environment
Ability to communicate effectively and follow written and verbal instructions.
Must be able to handle multiple tasks and work in a fast pace environment.
Excellent Typing and Data Entry Skills
High level of accuracy and attention to detail
Ability to adapt to changing procedures, policies and work environment
Must be able to demonstrate Integrity and a commitment to values