Client Relationship Specialist

Inform Diagnostics is a leading national pathology laboratory, headquartered in Irving, Texas, with additional state-of-the-art laboratories in Boston, New York City, and Phoenix. With unparalleled quality and experience, Inform Diagnostics provides reliable, high-quality diagnostic services in various subspecialties. The company is profoundly impacting patient care, one diagnosis at a time.

Inform Diagnostics is a leading national pathology laboratory, headquartered in Irving, Texas, with additional state-of-the-art laboratories in Boston, New York City, and Phoenix. With unparalleled quality and experience, Inform Diagnostics provides reliable, high-quality diagnostic services in various subspecialties. The company is profoundly impacting patient care, one diagnosis at a time. The Client Relationship Specialist works directly with clients within an assigned territory and provides direct support to assigned Client Relationship Managers and Sales Directors. Day-to-day responsibilities vary, but typical tasks include managing client issues, responding to client questions, resolving discrepancies, and partnering closely with Sales, Lab Operations, and Pathology to ensure a positive client experience.

Job Responsibilities

• Resolve discrepancies and analyze trends to feed process improvement
• Identify relevant data and partner with Client Relationship Manager to create cohesive support unit
• Act as a liaison between clients and the organizational business units as needed
• Demonstrate proficiency with customer service, and core system applications such as CRM (Customer Relationship Management), LIS (Laboratory Information System) and IVR (Interactive Voice Response)
• Setup new accounts in applicable systems
• Review supply orders based on client usage
• Document client interactions; create and work tickets and answer phones as assigned
• Maintain quality service by adhering to call monitoring standards and standard operating procedures (SOPs) to ensure a positive client experience and optimal patient care
• Partner with teammates in all locations to drive resolution while maintaining a professional demeanor
• Provide after-hours coverage when there is a business need
• Use de-escalation techniques as needed
• Be flexible and adaptable to changing priorities while maintaining high level of personal accountability.
• Exude a positive attitude while displaying a commitment and passion for patient care
• Associate

• Bachelor's degree in Applied Sciences or Business Administration, or equivalent experience
• 5 years' experience in client services or similar role
• 3 years' experience working with CRM and IVR telecom systems; experienced with LIS preferred.
• Excelent written and verbal communicaton skills, organizational and multitasking skills.
• Proficient in MS Office
• Ability to multi-task and work in a fast-paced, deadline driven environment.
• Ability to work independently and in a team environment.

At Inform Diagnostics, we celebrate, support, and thrive on our differences. We are proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

This description only includes the general content for this job and does not restrict the company from assigning or reassigning duties or responsibilities at any time.