Kelly Services Client & Patient Advocate in Woburn, Massachusetts

Client & Patient Advocate

Kelly Scientific Resources is seeking a Client & Patient Advocate for one of its top clients in Woburn, MA. The Client & Patient Advocate position plays a vital role. This phone based position helps ensure the proper coordination of clinical care services provided by ReproSource. The role of a Client & Patient Advocate is the most diverse position at the company as it requires assimilation of information from all aspects of the organization while rapidly responding to the needs and concerns of the clients and patients. As a Client & Patient Advocate, you have the honor, privilege, and responsibility of being the external face of the company and are, therefore, expected to present yourself with the utmost in professionalism and kindness. In this position, you are expected to tackle fast-paced, complex interactions which often occur simultaneously. The position is focused on conversing with clients and patients to coordinate testing, troubleshooting issues, and act as a resource for clients and patients. The inspiration to a Client & Patient Advocate should be the reward of ultimately knowing you are helping people complete what is for many people, the most important journey of their lives: having a child.


  • Bachelor, Medical Technology, or Biology degree, or 2 yrs + customer service related field

  • Exceptional customer service skills for phone, computer and face to face conditions, must have patience, be attentive, good listening skills, have tenacity and able to “read” customers emotional state.

  • Previous experience in laboratory or medical device call centers

  • Familiarity with medical terminology

  • Must work well under pressure while keeping a calm presence and in a fast paced changing environment

  • Must be able to work in a non- black & white protocol environment, required to demonstrate good judgement and using all resources in organization to provide the correct answers.

  • Proven ability to support and manage multiple projects with medium to high complexity

  • Outstanding interpersonal, verbal and written clear communication skills and the ability to effectively communicate with various levels of management

  • Strong computer, analytical, organizational and time-management skills

  • Must be flexible, able to effectively multi-task, and work effectively in a fast-paced, high volume work environment

  • Consistently maintain a positive professional attitude

  • Requires strong attention to detail

  • Must be dependable and possess the ability to work well independently as well as part of a team


  • Treats others with sensitivity and empathy, recognizing people are dealing with multiple challenges both professionally and personally.

  • Listens attentively to patients and clients, and colleagues to ensure understanding of their needs and asks questions if something is not clear

  • Removes obstacles, worries, and work for patients and clients. Provides true white glove service, understanding that patients are facing a major challenge in their life. (Ex. Finding the lowest cost and most convenient draw facility, anticipate steps necessary to resolve an issue and act immediately)

  • Effectively and efficiently addresses client and patient needs which involve coordination of the laboratory, billing, administration, and sales departments.

  • Makes good judgement calls utilizing numerous avenues of investigation including but not limited to obtaining information from existing protocols followed by confirmation by fully trained colleagues, managers or directors.

  • Manages his/her case load on a daily basis, requires outbound calling to patients for the initial and follow up coordination of fertility testing

  • Simple customized kit builds (OAR, YCMD & Karyotype, HLA, ASR 2.0) for mobile draw patients.

  • Reviews clinical testing order with off-site collection patients, and explains in great detail the collection and billing processes based off of the type of testing requested.

  • Required to make outbound calls to clients concerning test verification, problem samples, test information, critical values, abnormal results and test cancelations.

  • Basic Phone Answering (taking messages, warm transfers, Voicemail, transfer voicemail)

  • Submission of basic corrected reports to lab from inbound communication from client

  • Able to act on incoming client and patient calls regarding results, testing, appointments, bills, and all types of client or patient concerns promptly and accurately.

  • Triage existing or potential patient and client inbound calls or emailed requests to the subject matter experts within the organization (e.g. clinical calls, research, sales etc.)

  • Required to produce consistent and accurate note entries into both patient/client accounts using LIS and/or CRM.

  • Process requests timely from the Sales Team, accurately entering of new patients off site collection orders, enter client supply orders, track shipments, and processing of credit cards for upfront payments.

  • Performs a high quality control review and release of patient clinical test reports.

  • Conducts discussions of confidential information in appropriate settings to avoid unintentional disclosure and adhering to all HIPAA guidelines.

  • Coordination of local courier pick-ups or arranging courier pick-ups with shipping department

  • Greet and work with patients collecting samples on-site

  • Manually fax, track and note faxes which did not transmit electronically

Why Kelly ® ?

With Kelly, you’ll have access to some of the world’s highest-regarded scientific organizations—providing you with opportunities to work on today’s most challenging, research-intensive, and relevant projects. Our connections can lead you to innovative scientific pursuits you’ll be proud to help advance. We work with 95 of the Fortune 100™ companies, and found opportunities for more than 11,000 scientific professionals last year.

You pursued a career in science to fuel your quest for knowledge and your desire to make the world a better place. Let Kelly fuel your career—connect with us today.

AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit and connect with us on Facebook , LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. at