Client Services Representative

Foundation Medicine

Customer Service

April 24, 2014

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.


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)


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


Apply Now

  • Company Foundation Medicine
  • Contact Name
  • Email
  • Position Location Cambridge, MA
  • Minimum Required Education High School
  • Minimum Preferred Education Bachelor's Degree
  • Minimum Years Experience 2
  • Career Level Entry Level
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