Job Description

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 on 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:

· Provides daily email and phone support to our customers: physicians, clinics, medical staff and patients regarding products/services inquiries, tests results, service concerns or issues.

· Maintains 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.

· Coordinates logistics for sample deliveries and pick-ups.

· Maintains proper labelling and documentation of sample/specimen received.

· Reviews, transcribes and enters patient demographics and specimen data into the laboratory information system.

· Recognizes specimen problems and refers to designated personnel for resolution.

· Identifies problems with sample/specimen received; such as specimen types, missing patient information, missing ordering physician information or date of collection. Follow SOP and contact appropriate parties to correct problem.

· Maintains strict confidentiality and adheres to all HIPAA guidelines/regulations.

· Documents and maintains accurate records of verbal communication with customers: physician’s offices, medical facilities, medical staff and patients.

· Coordinates with the sales team on enrolling and educating new clinics on the testing process and provide support to existing accounts.

· Documents all feedback and suggestions from clients and sales representatives with the goal to make constant improvements to department and company practices in mind.

QUALIFICATIONS:

KNOWLEDGE / EXPERIENCE:

· Bachelor’s degree in medical technology, clinical laboratory, chemical, physical or biological sciences.

· 1-3+ years of lab experience with biotech or healthcare industry.

· Experience with CRM systems; such as Sales Force or Siebel.

· Knowledge of PHI and HIPPA guidelines.

· Knowledge of medical terminology preferred.

SKILLS:

· Excellent writing, verbal and interpersonal communication skills.

· Strong Office Suite skills: Word and Excel.

· Excellent project organization skills.

ABILITIES:

· Ability to establish priorities, work independently, and proceed with objectives with no supervision.

· Ability to work collaboratively in cross-functional team environment.

· Ability to multi-task and handle deadlines.

· Ability to actively listen and anticipate customer needs. Attention to detail.

REPORTS TO:

· Client Services Manager

COMPENSATION & BENEFITS:

This is a full-time position. Fulgent Genetics offer competitive compensation and benefits package which includes but not limited to salary, health insurance, dental insurance, vision insurance, life insurance, 401(K), profit sharing and continue education program.

Company Description

Fulgent is a leader in genetic and genomic clinical testing, a publicly traded company located in Los Angeles, California. We are a technology-driven company with extensive academic/clinical experience and capabilities in Next Generation Sequencing and bioinformatics. This distinction has advanced us to the forefront of the rapidly advancing genetic and genomic testing industry. Fulgent's unique chemistries and superior proprietary bioinformatics pipeline has propelled our explosive growth in recent years. We offer the most expansive set of clinical genetic tests in the world, including 22,000+ single gene tests, 900+ preset panels, rearrangement testing, clinical exome/trios, whole exome/trios, whole genome and our All-in-One reflex test. We are a CLIA and CAP accredited laboratory. Fulgent has state-of-the-art clinical, sequencing and bioinformatics tools, including the latest Illumina sequencers such as the NovaSeq.