Client Relationship Specialist

Job Purpose:

To maintain and manage business relationships and operations for community physician practices related to laboratory services, both clinical and anatomic pathology.

Duties and Responsibilities:

• Serve as the first point of contact for clients, respond to client requests, and coordinate with technical staff when necessary
• Act as a scientific liaison between clients and laboratory staff, working closely with the Supervisor of Outreach operations
• Initiate and manage relationships with key contacts at existing accounts and new business clients
• Ability to develop influential relationships and communicate in a poised and persuasive manner
• Effectively communicate with customers through onsite visits, electronically and by phone to resolve issues related to patient specimens and result reporting
• Conduct needs assessment, develop, and implement process improvement initiatives to meet and exceed client expectations
• Assist with issues including, but not limited to, orders, results, errors, billing, courier, and other support inquiries
• Coordinate transition process for new office implementations (from previous lab to WMLC)
• Understand each customer's needs to provide effective solutions
• Proven ability to troubleshoot and triage issues for prompt resolution
• Deliver exceptional customer service – deliver the Wow factor!
• Ability to work independently with a strong work ethic by demonstrating accountability and responsiveness to deadlines
• Manage business expense budget with documentation
• Maintain client database and distribute to internal stakeholders as appropriate
• Develop and provide educational material to providers and clinical staff at physician practices
• Participate in selection process for phlebotomists placed in client offices
• Work closely with phlebotomy supervisor to appropriately manage phlebotomy staff to maintain and improve client relationships 

Qualifications and Attributes:

• Bachelor’s degree, preferably in Life Sciences, Medical Laboratory Science, or Business is preferred, a minimum of an Associate's degree in similar fields and 5 years of relevant experience is required.
• Minimum 5 years of outside sales and/or service experience in the healthcare/clinical laboratory/medical device industry or equivalent is preferred  
• Track record of building deep relationships both internally and externally
• Possesses emotional regulation and resilience
• Collaborative and strategic mindset with creative idea generation
• Driven and goal oriented while balancing company and client objectives
• Process-oriented with attention to detail to create and improve efficiencies
• Proactive, self-starter who identifies opportunities and shows initiative
• Knowledge of lab collection and specimen processing a plus
• Proven ability to multi-task and prioritize while driving results for all clients
• Previous account management, training, and/or customer service experience is desirable
• Strong communication skills; both written and verbal
• Proven ability to deliver results in a fast paced, competitive market
• Strong time management and organizational skills in mobile setting
• Proficient in Microsoft Office
• Familiar with hospital, laboratory, or medical information systems a plus
• Must have a valid North Carolina driver's license, clean driving record, and reliable automobile transportation (business related travel expenses are reimbursable)