Supervisor, Client Services

About the Job

The Supervisor, Client Services is responsible for leading the team that responds to and resolves a wide

range of client inquiries and requests and liaises between FMI departments, partners, customers and the

patient. The incumbent operates in a supportive function within the fast-paced Client Services

Department, and as a leader is responsible for providing direction, guidance, a more advanced

troubleshooting to the team that is based upon a higher level of qualified experience, and implementation

of process improvement initiatives. This position supervises individuals within Client Services and

supports workflow management. Additionally, the Supervisor, Client Services educates the team through

weekly online learning opportunities, refresher training sessions, and a wide variety of other professional

growth initiatives for Client Services Representatives.

Key Responsibilities

• Establish and maintain basic workflow for Client Services Representatives (CSRs).

• Rebalance work of the team when needed.

• Hold 1:1 meetings with CSRs on team on a regular basis.

• Work with CSRs on team as they establish goals and support CSRs in reaching goals.

• Seek out opportunities for CSRs outside of their daily responsibilities to help them develop.

• Conceptualize and create training strategies, initiatives and materials.

• Continuously develop and refine the new hire and ongoing training schedule.

• Consult with managers and leadership on curriculum and in the development of new training

opportunities.

• Track and compile collected training data, related to CSR performance and learning.

• Provide positive, constructive, qualitative and quantitative feedback to CSRs.

• Execute upon initiatives to foster a collaborative and supportive atmosphere amongst CSRs.

• Help CSRs to make judgment calls when the next step is not clear and make decisions when

needed.

• Take on and resolve escalated client concerns.

• Provide in-depth education, guidance, mentorship, and support to customers, patients, and

internal constituents about Foundation Medicine's products and services.

• Establish strong rapport with physicians, medical staff, laboratory staff, and patients via phone

and e-mail communication.

• Use problem solving skills to create and offer solutions to customers or for internal issues of

varied complexity.

• Correctly document all communication and maintain up-to-date appropriate records.

• Collaborate with other leaders within Client Services to make decisions regarding workflow and

structure.

• Hold team meetings on a regular basis to communicate updates and points of emphasis.

• Collaborate with CS trainer to ensure that new hires and established CSRs receive the level of

training and communications that position them to excel at responsibilities.

• Meet with Client Resolution Specialist to identify and implement process improvement

opportunities.

• Partner with other departments to refine and update processes and communications that cut

across departments.

• Work with Quality Assurance to ensure that established processes and any updates fit within

company and legal guidelines.

• Collaborate with CS Director to set and implement Client Services Department vision, strategy,

and objectives

• Interview for new hires or consultants.

• Other duties as assigned.

Qualifications

Basic Qualifications

• Bachelor's degree OR 4+ years of relevant work experience
• 4+ years of experience in a role where service skill sets are required, at least 1 year of which was

in a leadership position.

Preferred Qualifications

• 5+ years of experience in a role where service skill sets are required

• Experience with phone-based support or call center experience

• Prior experience in related field and/or the ability to understand and communicate scientific or technical information

• Proficient in Microsoft Office and Customer Relationship Management Software

• Ability to work full-time in an open office environment

• Ability to learn and use laboratory management and client relationship management systems

• Ability to:

• Work well under pressure while maintaining a professional demeanor

• Prioritize and thoroughly follow up on assigned tasks

• Handle multiple tasks at once and work in a fast-paced environment

• Adapt to changing procedures, policies and work environment

• Proficient verbal and written communication skills

• Excellent leadership, mentorship, and motivational skills

• Willingness to learn and understand complexity of industry and business

• Understanding of HIPAA and importance of patient data privacy

• Commitment to FMI values: patients, innovation, collaboration, and passion.

#LI-Onsite