Client Services Specialist

BostonGene is the developer of the leading AI foundation model for tumor and immune biology, a natively omnimodal platform designed to drastically accelerate and de-risk clinical trials. By integrating multidimensional clinical and biological data into a signal-stabilized, unified ecosystem, BostonGene’s foundation model provides unrivaled clarity across all stages of drug development.

Whether optimizing indication selection for early-phase programs, refining patient stratification for late-stage trials, or prioritizing evidence generation for post-market strategy, BostonGene enables smarter, faster clinical development informed by the unique biology of each drug.

The Client Services Specialist is responsible for managing client relationships and supporting the successful, timely, and high-quality delivery of services. The role serves as a primary point of contact for clients, addressing inquiries, coordinating requests, and ensuring effective communication throughout the service lifecycle.

The position is also responsible for the secure handling, processing, and accurate management of client and patient-related data. The Client Services Specialist works closely with internal teams, including Sales, IT, Billing, Laboratory, and Clinical teams, to coordinate workflows, resolve issues, maintain data accuracy, and ensure timely service delivery.

The role requires strong attention to detail, effective communication and problem-solving skills, and the ability to manage multiple priorities while maintaining a high standard of client service and operational efficiency

Collaborate with internal and external stakeholders, including Sales, Laboratory, R&D, Billing teams, and healthcare providers, to ensure effective workflow execution and a high level of client support and satisfaction.

Process customer orders, including entering and verifying orders and related documentation in CRM and document storage, processing incoming faxes and emails, and following up on missing information.

Develop, maintain, and support procedures, training materials, workflows, and job aids related to client service activities.

Maintain compliance with HIPAA requirements and applicable company policies governing the handling, protection, and confidentiality of Protected Health Information (PHI).

Maintain and use company-issued equipment and assets in accordance with company policies.

Ensure accurate and timely entry of clinical data into databases, maintain data quality standards, and promptly resolve discrepancies.

Address, document, and escalate client concerns, complaints, quality issues, and nonconformances to ensure timely resolution and identify opportunities for process improvement.

Perform additional duties and projects as assigned.

Bachelor’s degree required ( fresh graduates of the faculties of Management, Foreign Languages or other relevant fields ).

Fluent English and Russian speaker.

Strong communication skills, both written and verbal.

Computer skills including Microsoft Office Suite, Google Workspace.

Excellent time management, prioritization, and organizational skills, with the ability to manage multiple tasks and meet deadlines. 

Self-starter with the ability to work independently with minimal supervision.

Ability to quickly learn and apply knowledge of proprietary software programs.

Strong problem-solving and decision-making skills, with the ability to communicate solutions effectively to colleagues and customers.

Preferred: 

Familiarity with HIPAA requirements and patient privacy principles.

Familiarity with CRM systems: Salesforce or similar, Jira.

Effective documentation and record-keeping skills.

Strong attention to detail and analytical skills. 

Adaptability and willingness to learn.

Ability to work in a regulated environment.