Client Service Representative

The Client Service Representative is responsible for establishing solid, trusted relationships with an assigned customer base of medical practices/clinics and surgery centers. This position drives the coordination of activities between various Pathology/Laboratory teams/functions to ensure client requests and issues are handled appropriately. This role is highly visible, communicating regularly with executive leadership across the enterprise. Strong communication skills and the ability to collaborate across multiple stakeholder groups and cross-functional teams is essential.

ESSENTIAL FUNCTIONS

• Serve as the liaison between clients and pathology/laboratory operations

• Proactively manage client requests and act as a resource on an ongoing basis

• Build, maintain and grow client relationships through demonstrated understanding of client needs and changes in the marketplace

• Oversee the implementation of new clients to ensure efficient onboarding and workflows

• Ensure ongoing client information flow through verbal and written communication

• Work to expand service offerings and referring clinician relationships within existing practices

• Optimize workflows within span of control to continually improve quality and efficiency

• Act as an escalation point for staff and clients as needed

• Ensure established benchmarks, such as turnaround time and personalized service metrics are consistently met

• Demonstrate the ability to maintain a positive work relationship with clients and internal pathology/laboratory staff through the use of effective issue resolution and interpersonal tools

• Strategically outline plans to serve prospective clients and assist with marketing efforts

• Maintain detailed and organized notes relating to client encounters

• Other miscellaneous duties as assigned

QUALIFICATIONS / REQUIREMENTS

Education / Certifications:

• Bachelor’s Degree is preferred

Experience / Abilities:

• Applicable work experience involving healthcare, customer service, account management or a related area

• Willingness to work at all levels to support team goals

• Ability to translate regulatory, business environment and technical understanding to action plans and create resolutions

• Excellent organizational, communication and interpersonal skills

• Strong computer literacy required

• Demonstrated ability to work with large amounts of data, including diligent checks for accuracy

• Ability to manage multiple priorities

• Strong attention to detail