Sr Client Services Associate

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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