Client Services Specialist

BostonGene - Waltham, MA

Full-time - Entry Level

Waltham, MA

About the position

This Client Services Specialist role is primarily responsible for maintaining communication between BostonGene and its clients (pathology send-out teams, ordering providers, patients, and care teams) to ensure the smooth flow of all orders from initial generation to receipt of the lab report. The ideal candidate will have a minimum of 2+ years of experience in the clinical research, pathology, or diagnostic industry.

Responsibilities

• Work with pathology send-out teams on tissue procurement operations and maintain an accurate turnaround time.
• Develop and implement training manuals and workflow for tissue procurement operations.
• Work closely with external and internal clients - pathology send-out teams, ordering providers and clinical staff, sales leads, and BostonGene laboratory to provide clients support.
• Assist clients with test placement, collecting missing documents and information, order management, test results quality control, and delivery.
• Comply with HIPAA requirements while operating to keep Protected Health Information (PHI) secure and private.
• Establish a consistent communication schedule with care teams, pathology send-out teams, and BostonGene teams to exchange client feedback, success stories, challenges, and best practices.
• Maintain all assigned company assets including laptop computers, iPhone, etc.
• Supports physicians and care teams with the complexity of the ordering and interpretation of the BG platform, and QC report quality/accuracy which may require access to PHI.

Requirements

• Experience in pathology tissue procurement or in a pathology lab is a must
• Strong communication skills, both written and verbal
• Independent decision-making skills
• General understanding of business policies and practices
• Excellent time management skills
• High degree of personal organization and ability to multitask
• Ability to quickly learn and adapt to new processes