Job Details
Level
Experienced
Job Location
IDX Needham MA Site - NEEDHAM, MA
Position Type
Full Time
Education Level
2 Year Degree
Job Category
Customer Service
Description
About Us
Inform Diagnostics, a Fulgent Genetics Company , is a nationally recognized diagnostics laboratory focused on anatomic pathology subspecialties including gastrointestinal pathology, dermatopathology, urologic pathology, hematopathology, and breast pathology.
Founded in 2011, our parent entity, Fulgent Genetics, has evolved into a premier, full-service genomic testing company built around a foundational technology platform.
Through our diverse testing menu, Fulgent is focused on transforming patient care in oncology, anatomic pathology, infectious and rare diseases, and reproductive health. We believe that by providing a wide range of effective, flexible testing options in conjunction with best-in-class service and support, we can redefine the way medicine is managed for patients and clinicians alike.
Since integrating with our therapeutic development business, Fulgent is also developing drug candidates for treating a broad range of cancers using a novel nanoencapsulation and targeted therapy platform. By merging our fields of expertise, we aim to become a fully integrated precision medicine company.
Summary of Position
The Client Relationship Specialist works directly with clients within an assigned territory and provides direct support to assigned Client Relationship Managers and Sales Directors. Day-to-day responsibilities vary, but typical tasks include managing client issues, responding to client questions, resolving discrepancies, and partnering closely with Sales, Lab Operations, and Pathology to ensure a positive client experience.
Key Job Elements

• Resolve discrepancies and analyze trends to feed process improvement.
• Identify relevant data and partner with Client Relationship Manager to create cohesive support unit.
• Act as a liaison between clients and the organizational business units as needed.
• Demonstrate proficiency with customer service, and core system applications such as CRM (Customer Relationship Management), LIS (Laboratory Information System) and IVR (Interactive Voice Response).
• Setup new accounts in applicable systems.
• Review supply orders based on client usage.
• Document client interactions; create and work tickets and answer phones as assigned.
• Maintain quality service by adhering to call monitoring standards and standard operating procedures (SOPs) to ensure a positive client experience and optimal patient care.
• Partner with teammates in all locations to drive resolution while maintaining a professional demeanor.
• Provide after-hours coverage when there is a business need.
• Use de-escalation techniques as needed.
• Be flexible and adaptable to changing priorities while maintaining high level of personal accountability.
• Exude a positive attitude while displaying a commitment and passion for patient care.

Qualifications
Knowledge/Experience

• The knowledge typically acquired during the course of attaining an Associate degree in Applied Sciences or Business Administration is required; Bachelor's degree preferred.
• Experience in client services or similar role - 6 years, or 5 years with an Associate Degree, or 3 years with a Bachelor's degree
• 3+ years' experience working with CRM and IVR telecom systems; experienced with LIS preferred.
• Excellent written and verbal communication skills, organizational and multitasking skills.
• Proficient in MS Office.
• Ability to multi-task and work in a fast-paced, deadline driven environment.
• Ability to work independently and in a team environment.

This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.