Client Services Specialist I

About Us

Founded in 2011, Fulgent 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

Fulgent Genetics is looking for good problem solvers who are also energetic, customer-oriented, and dependable to join our Client Services team. You will be the hub across all departments: clinical lab, R&D, sales, and insurance teams to coordinate prompt handling of orders, fulfillment, and test results. This is an exciting opportunity for both recent grads and career change candidates. You will gain insights into all aspects of how a start-of-the-art genetic lab is run and how new products are developed. You will learn first-hand from our professional cross-functional teams’ new discovery and testing processes.

Key Job Elements

• Review and verify patient information on documentation received for each case.
• Scan in paperwork for cases received.
• Enter data on patient information sheet to CRM system.
• Provide daily email and phone support to our customers: physicians, clinics, medical staff and patients regarding products/services inquiries, tests results, service concerns or issues.
• Maintain client services quality control through communication and problem solving with our Labs, Sales team, and ordering clients/patients to ensure test order accuracy and prompt service delivery.
• Coordinate logistics for sample deliveries and pick-ups.
• Maintain strict confidentiality and adheres to all HIPAA guidelines/regulations.
• Document and maintain accurate records of verbal communication with customers: physician’s offices, medical facilities, medical staff and patients.
• Coordinate with the sales team on enrolling and educating new clinics on the testing process and provide support to existing accounts.
• Document all feedback and suggestions from clients and sales representatives with the goal of making constant improvements to department and company practices in mind.

Knowledge/Experience

• HS Diploma required
• AA/AS or BS/BA preferred.
• 0-2 years of experience of data entry and client support experience in healthcare industry.
• Experience with CRM systems, such as Sales Force or Siebel.
• Knowledge of PHI and HIPPA guidelines.
• Knowledge of medical terminology preferred.
• Typing speed of at least 60 wpm. 
• Excellent writing, verbal and interpersonal communication skills.
• Strong Office Suite skills: Word and Excel.
• Excellent project organization skills
• Ability to establish priorities, work independently, and proceed with objectives with no supervision. 
• Ability to work collaboratively in a cross-functional team environment.
• Ability to multi-task and handle deadlines.
• Ability to actively listen and anticipate customer needs.
• High Attention to detail.

Environment

Fulgent Therapeutics LLC is an Equal Employment Opportunity Employer.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term “qualified individual with a disability” means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position.

For California residents, please see the link below to access our CCPA Privacy Notice.

CCPA Privacy Notice for California Residents

https://tinyurl.com/FulgentCCPA

Please note that Fulgent (and its affiliated companies, including Inform Diagnostics and CSI Laboratories) does not accept unsolicited information and/or resumes from search firms or agencies for our job postings. Search firms or agencies without an applicable contract and/or express approval to recruit for the role in question — that choose to submit a resume or client information to our career page or to any employee of Fulgent — will not be eligible for payment of any fee(s), and any associated shared data will become the property of Fulgent.