What are the responsibilities and job description for the Client Services Manager/Territory Account Manager position at PathGroup?
Job Summary
The person in this position oversees and manages laboratory client services operations and personnel.
Essential Functions
The person in this position oversees and manages laboratory client services operations and personnel.
Essential Functions
- Establish and review client services department policies and procedures.
- Develop and implement procedures to ensure the highest level of customer satisfaction and execute action plans in order to achieve corporate and departmental goals and objectives.
- Develop and maintain close working relationships with internal and external customers, physicians, and colleagues to ensure customer satisfaction and integration of business processes to meet their needs.
- Continuously monitor and evaluate client services operations and workflow, making changes as needed.
- Act as point if escalation for key clients, ensuring that any issues are resolved.
- Consolidate reports of daily, weekly, and monthly trends and report all relevant statistics to senior management.
- Prepare and submit monthly management reports including department metrics.
- Analyze data to identify problems and collaborate with other departments to implements changes and improvements in processes.
- Interview, hire, schedule, counsel, and evaluate client services department employees.
- Assure departmental compliance with all company policies, including Safety and Corporate Compliance Programs.
- Promote a positive work environment.
- On call after office hours and weekends to resolve emergency client inquiries.
- Perform all job responsibilities in alignment with the industry's best security practices and regulatory guidelines to protect the confidentiality, integrity, and availability of protected health information and other sensitive company data.
- Must be familiar with and abide by the Corporate Compliance Program and all Corporate policies, including the Privacy and Security policies.
