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.<