Software Guidance & Assistance, Inc., (SGA), is searching for a Client Services Associate for a Contract assignment with one of our premier Biotech clients in Cambridge, MA.
Responsibilities :
Provide education, guidance, and support to customers and patients about clients products and services.
Provide a supportive link between external customers and internal operations, while demonstrating a positive and professional image through communication via phone and e-mail.
Successfully manage high volumes of client-facing interactions and establish strong rapport with physicians, medical/lab staff, and patients via phone and e-mail communication.
Use problem solving skills to create and offer solutions to customer issues of varied complexity.
Ensure the successful and secure transmission of clients
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 with ambiguous patient information.
Maintain and update database of patient information.
Notify appropriate internal management of client issues and complaints.
Meet deadlines and work gracefully under pressure.
Demonstrate a focus on listening to and understanding client/customer needs and exceeding service and quality expectations.
Demonstrated aptitude with dealing with demanding client needs and demonstrates effective conflict resolution telephone skills.
Demonstrate flexibility and adaptability in a fast-paced and ever-changing environment, according to shifting priorities.
Other duties as assigned.
Required Skills:
Bachelors' Degree or advanced education
High School Diploma or General Education Degree (GED)
1+ years of experience in a role where service skill sets are required
Computer proficiency, strong typing and data entry skills
One or more years of experience in a client services role where deductive reasoning is necessary and related service skill sets are required
Ability to work full-time in an open office environment
Ability to understand and communicate scientific or technical information
Understanding of HIPAA and importance of privacy of patient data
Experience with phone-based support or call center experience
Experience working in a laboratory or life sciences setting
Ability to work well under pressure while maintaining a professional demeanor
Ability to prioritize and thoroughly follow up on assigned tasks
Excellent organizational skills
Demonstrated attention to detail
Willingness to learn and understand complexity of industry and business
Ability to communicate effectively and follow written and verbal instructions
Ability to handle multiple tasks and work in a fast-paced environment
Ability to adapt to changing procedures, policies and work environment
Track record of demonstrated integrity Proficient verbal and written communication skills
Willingness to receive information from all levels in order to achieve desired results
General knowledge of Microsoft Office and ability to learn and use laboratory management systems
SGA is a Certified Women's Business Enterprise (WBE) celebrating over thirty years of service to our national client base for both permanent placement and consulting opportunities. For consulting positions, we offer a variety of benefit options including but not limited to health & dental insurance, paid vacation, timely payment via direct deposit. SGA accepts transfers of H1 sponsorship for most contracting roles. We are unable to sponsor for Right-to-Hire, Fulltime, or Government roles. All parties authorized to work in the US are encouraged to apply for all roles. Only those authorized to work for government entities will be considered for government roles. Please inquire about our referral program if you would like to submit a candidate for any of our open or future job opportunities. SGA is an EEO employer. We encourage Veterans to apply. To view all of our available job postings and/or to learn more about SGA please visit us online at www.sgainc.com .
