The Operations Coordinator within the Client Services Department works directly with the Sr. Operations Specialist to deliver best-in-class service to clients and patients. The position is responsible for project support activities of varying complexity, including planning, coordination, drafting and circulating project reports, and general project service duties. Project service duties include cross-functional engagement with Lab Operations business units and maintenance of standard operating processes, work instructions, and process flows. This position also works alongside the Sr. Operations Specialist to serve as the liaison between client services, customer experience, and technology operations.
Regular onsite work at a designated FMI location is an essential function of this role.
Key Responsibilities
Coordinate internal projects and determine the best utilization of resources to improve Client Services Associates' workflow.
Provide updates on processes and improvements to client services leadership.
Follow up on post-meeting action items as designated during meetings.
Create and draft documents including presentations, memos, and spreadsheets.
Maintain knowledge of departmental project status and present on information.
Analyze data and information to identify business opportunities.
Conduct reviews of projects for action items and recommend solutions.
Serve as a supportive link for Client Service leadership team and training.
Support Sr. Operations Specialist with QA audits and CAPA requirements.
Prioritize and manage multiple deliverables and special projects.
Manage short term duration projects as assigned.
Provide general assistance to the Senior Operations Specialist as needed.
Distribute communications related to program and project plan activities.
Schedule meetings for program and project plan activities.
Organize program and project information.
Assimilate meeting minutes into future agenda, circulate action plans, and subsequent action steps.
Compile and publish weekly project status reports for leadership and project sponsors, project teams, and other key project stakeholders.
Collaborate and problem solve cross-functionally.
This position is responsible for multisite alignment and support of client services-related projects and involves moderate amounts of domestic travel (approximately 10%).
Other duties assigned.
Qualifications
Basic Qualifications
High School Diploma or General Education Degree
1+ year of experience with utilizing a Customer Relationship Management (CRM system) and in data and trend analysis
2+ years of experience in a related customer services, biotech, or healthcare role
Preferred Qualifications
Bachelor's Degree
Certified Associate in Project Management
Strong interpersonal skills that include excellent written and oral communication
Working knowledge of the following regulations: FDA, ISO, CLIA and CAP
Experience using project management tools such as SmartSheets
Strong foundational project management skills and principles, including scope, schedule, resource and risk management
Demonstrated success in projects involving detail, multiple tasks, and short-notice deadlines with daily reprioritization of work
Demonstratedability to juggle competing priorities
Capability of working independently under fast-paced and changing conditions
Demonstrated ability to function independently with deadline and resource constraints
Demonstrated experience with and working knowledge of office support software, including the full Microsoft Office Suite
Understanding of HIPAA and importance of patient data privacy
Commitment to FMI values: patients, innovation, collaboration, and passion