Sr Client Services AssociateBioSpace • Boston, MA, US
Sr Client Services Associate
BioSpace • Boston, MA, US
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- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionBachelor's Degree OR Associate's degree / High School diploma (GED) AND 2+ years of prior work experience in a customer-facing role where service skill sets are required OR High School diploma (GED) AND 4+ years of prior work experience in a customer-facing role where service skill sets are required General knowledge of Microsoft Office; computer proficiency, strong data entry and typing skills Demonstrated experience with : Understanding and communicating scientific or technical information Working well under pressure while maintaining a professional demeanor Working with phone-based support or in a call center Prioritizing and following up on assigned tasks while working in a fast-paced environment Communicating effectively and following written and verbal instructions Handling multiple tasks and working in a fast-paced environment Adapting to changing procedures, policies, and work environment Learning and understanding a complex industry Working in a laboratory or life sciences setting Using customer relationship management systems Working in an open office environment Demonstrated : Excellent interpersonal skills such as active listening, summarizing, and rephrasing Track record of exceeding service and quality expectations Aptitude for dealing with demanding client needs Effective conflict resolution skills; especially over the phone Flexibility and adaptability in a fast-paced and ever-changing environment Attention to detail and excellent organizational skills Willingness to receive information from all levels to achieve desired results Ability to serve as a peer mentor or coach Understanding of HIPAA and importance of patient privacy data Commitment to reflect FMI's values : Integrity, Courage, and Passion
The Senior Associate, Client Services is responsible for responding to and resolving a wide range of complex client inquiries and requests. This role acts as 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
Preferred Qualifications
FMI is an equal opportunity employer and welcomes applications from diverse candidates.
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Client Service Associate • Boston, MA, US
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