Call Center Representatives - (Cambridge, MA)

KEY RESPONSIBILITIES AND ESSENTIAL DUTIES Successfully manage high volumes of incoming orders by entering new test requests in the system within given time frames. Review and update test requests with ambiguous client details. Use analytical abilities to create and offer solutions to customer issues of varied complexity. Maintain low data entry error rate and learn from improvement opportunities. Provide education, guidance, and support to customers and patients regarding the completion of Foundation Medicine's requisition form(s). Provide a supportive link between external customers and internal operations, while demonstrating a positive and professional image through communication via phone and e-mail. Expertise to establish strong rapport with physicians, medical/lab staff, and patients via phone and e-mail communication. Follow up with physicians and support staff for clarification of ambiguous or missing details. Document all communication and maintain appropriate records.