Client Services Lead

JOB SUMMARY:
Hours: Monday-Friday 7:00am-3:30pm

The position of Client Services Lead demands exceptional customer service abilities and entails overseeing the Client Services department, including managing support personnel and daily workflow. Responsibilities encompass database management related to client accounts, handling client issues, and supervising the setup of client user accounts. Additionally, the role assists the Logistics and Facilities Manager in dispatching courier calls and overseeing client supply requests. Collaboration with the Client Operations and Business Development Manager and Marketing Director is crucial to establish and cultivate strong professional relationships with clients through consistent offsite customer service calls.

Adherence to HIPAA, PCI, CAP CLIA, and other regulatory agencies is mandatory for this position.

Employees are responsible for following all company policies and procedures. These policies and procedures will include adherence to all regulatory and safety standards in performing all aspects of the functions below.

ESSENTIAL FUNCTIONS:

1. Input and maintain all new account information in LIS (Novopath).
2. Oversee the updating and maintenance of the client database.
3. Lead resolution for all lab, client, and caller escalations for the Client Services department, handling difficult or critical issues.
4. Mentor, motivate, and delegate assignments for all Client Services Representatives, in coordination with the Customer Operations and Business Development Manager.
5. Communicate and escalate any issues to the Customer Operations and Business Development Manager as necessary.
6. Supervise the setup of Clinpath Portal User Accounts, including password resets and permission assignments.
7. Collaborate with the Client Operations and Business Development Manager to monitor and coach Client Service staff using tools within the VoIP phone system (Elevate).
8. Assist the Client Operations and Business Development Manager in developing reporting for the VoIP Contact Center to enhance efficiencies, monitor staff abilities in addressing caller questions and concerns, and identify additional training opportunities for Client Services staff.
9. Oversee QA reporting for departmental error reporting.
10. Work with the Client Operations and Business Development Manager to create and maintain customer and staff training documents.
11. Respond to client needs and questions with strong communication skills and effective problem-solving to meet both client and laboratory requirements.
12. Develop and maintain strong relationships with clients, understanding their needs and expectations.
13. Assist the Client Operations and Business Development Manager in hiring and training new employees.
14. Demonstrate knowledge of HIPAA rules and regulations.
15. Display self-motivation.
16. Address client inquiries and concerns promptly, providing accurate and detailed information about testing procedures, turnaround times, and result interpretations.
17. Resolve any issues that arise promptly and effectively, ensuring client satisfaction and retention.
18. Identify opportunities to enhance client services and operational processes, contributing to the overall growth and efficiency of the laboratory.
19. Perform any/all other duties as assigned

PHYSICAL/MENTAL DEMANDS, ENVIRONMENT:

1. Excellent customer service skills are required.
2. Must be capable of lifting up to 30 lbs.
3. Must be comfortable working in a laboratory setting.

EQUIPMENT USED:

1. Computer/Servers/Network Equipment
2. Phone and Fax Machines
3. Printers
4. Specimen Tracking Software

MINIMUM QUALIFICATIONS:

• High School Diploma required.
• Proven experience in client relationship management, preferably within a medical or pathology laboratory setting.
• Strong communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical audiences.
• Exceptional customer service orientation and problem-solving abilities.
• Knowledge of laboratory testing processes, terminology, and quality control measures.
• Familiarity with relevant regulations and compliance standards (e.g., CLIA, HIPAA).
• Strong organizational skills and attention to detail.
• Ability to work collaboratively in a team environment and independently when needed.

Work Environment:

The work environment characteristics described here are representative of those individuals and employee encounters while performing the duties of this job. Clin-Path provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, and gender identity. Clin-Path complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This applies to all terms and conditions of employment including, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Benefits:

Clin-Path Associates offers nationally competitive compensation and benefits. Our benefits program provides a comprehensive array of services to our employees including, but not limited to health insurance (Primarily covered by the company), dental insurance (100% covered by the company) vision insurance, paid time off, retirement contributions (401k), & flexible spending account (FSA).