Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins believes it is a global leader in food, environmental, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 47,000 staff across a network of more than 900 independent companies in over 50 countries and operating more than 800 laboratories. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing.

 In 2019, Eurofins generated total revenues of EUR € 4.56 billion, and has been among the best performing stocks in Europe over the past 20 years.

The Client Portal Software Administrator will oversee all aspects of the new ordering portal/software, Care Evolve.

Essential Functions:

• Engage customers by proactively welcoming them to Care Evolve (Ordering Portal)
• Liaison between Sales, IT and Lab Ops for ordering portal business
• First point of contact for customers using ordering portal
• Own all new client onboarding including portal account creation, client training, compendium building, user creation, go LIVE support/troubleshooting and monitoring.
• Engages customers to identify opportunities to improve service and/or customer experience
• Collaborate with end users to elicit, author, review, and improve user stories, which should include functional description and acceptance criteria
• Work with Product Owner to manage the backlog and develop User stories aligned to the road map for the program
• Escalate and follow-up in a timely manner on any issues that might impact the overall project quality. 
• Contribute user experience design, user experience style guides and overall application patterns
• Build relationships with customers, patients and end users by answering service (non-clinical) questions

The ideal candidate would possess:

• 3-5 years of health care, customer service, patient relations and/or hospitality concierge experience
• Naturally passionate about proactively engaging with and caring for customers to understand their needs
• Comfortable working in a dynamic role and open to continuous growth and evolution of responsibilities
• Ability to receive and act on feedback; resilient, curious and seeks to learn
• Strong computer, data entry, and typing skills; ability to work between multiple technology platforms; able to learn and utilize new technology as service evolves
• Proficiency in Microsoft Office applications, including: Outlook, Word and Excel
• Strong organization skills and attention to detail
• Ability to multitask and prioritize while maintaining a pleasant and calm demeanor with customers, patients and caregivers
• Excellent communication (verbal, written and listening) skills; Very good interpersonal relation skills at all levels of the organization
• Ability to read body language and interact appropriately with others
• Self-starter and able to successfully work with minimal supervision.
• Great problem solver with ability to collaboratively engage with customers, patients, and other team members to create innovative solutions
• Ability to work in a complex international environment
• Excellent analytical skills which allow quickly identifying gaps in the ordering portal

Preferred Qualifications

• 3-5 years of experience in health care, customer service, patient relations and/or hospitality concierge
• CPhT, medical or customer service certification is a plus
• Prior experience handling sensitive information confidentially, including information referred to as PHI (patient health information) protected under HIPAA
• Experience reviewing or inputting data into CRM databases

Basic Minimum Qualifications:

• Associates degree in Business Administration (or related degree), or equivalent directly-related experience (two years of directly related industry experience is equivalent to one full-time year of college in related major)
• 1 – 2 years’ experience in health care, customer service, patient relations and/or hospitality concierge position

Position is full-time, Monday - Friday 8:00am - 5:00pm. This position is on site and all candidates within Framingham, MA commuting distance are encouraged to apply. 

• Excellent full time benefits including comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.