Client Success Representative

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 Success Representative ensures that clients requests are fulfilled accurately and efficiently. Client Services Representatives act as the first-tier support for all electronic communication sent to the Client Services team. This position responds to internal and external client inquiries and primary focus it to triage the request to the correct level or department.

Key Job Elements

• Work requests and tickets, including coordination with Distribution to send slides to outside institutions.
• Fax, confirm and document receipt of critical diagnosis reports.
• Process requests for record of loans to outside institutions.
• Process requests for additional testing.
• Handle incoming and outgoing calls.
• Maintain quality service by adhering to call monitoring standards and standard operating procedures to ensure a positive client experience and optimal patient care.
• Use internal technologies including CRM (Customer Relationship Management) and LIS (Laboratory Information System).
• Work independently and in a team environment, to share and receive information/ideas from all levels of the organization.
• 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.

Knowledge/Experience

• High School diploma or equivalent.
• 1+ year experience in a client services role required; experience in an administrative, receptionist, and medical role preferred.                                                                     
• Strong and courteous phone etiquette.
• Ability to work harmoniously as a member of the team.
• Ability to compose clear, concise, and professional written communication.
• Strict attention to detail and organized. Precise when performing clerical tasks.
• Ability to meet deadlines and work under pressure.
• Demonstrates flexibility and adaptability to shift gears according to the priority of tasks.
• Capacity to work independently once given adequate instructions.
• Proficient in MS Office.

Supervisory Responsibilities

• No

Reports To

• Manager, Client Success

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.

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.

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.