Client Services Associate I

Description

SUMMARY: 

We are seeking a friendly, highly skilled client services representative to make our clients feel valued and supported. In this role, your duties include fostering positive client relations, managing inquiries, and promptly directing customer complaints to relevant departments. Your duties will also include obtaining post-sales client feedback.

To be successful in client services, you should exhibit extensive experience in a similar role and demonstrate a client-oriented approach. A first-class client services representative builds positive business relationships and provides clients with individualized and professional support. 

ESSENTIAL DUTIES:

• Acts as a contact person for all inquiries to the laboratory, other than billing-related inquiries.
• Handles client complaints and problems effectively and serves as the liaison with the laboratory technical departments in resolving conflicts and meeting client needs. 
• Ensures proper documentation of all issues and resolutions.
• Assists in the preparation and development of marketing literature and service communications.
• Coordinates delivery of marketing information to current and prospective clients.
• Prepares regular reports on client statistics and customer satisfaction. 
• Assists in setting up of new accounts including checklist, UPS account set up, etc.
• Assists in field sales support as needed.
• Maintains Client Database containing all relevant client information for all new and existing accounts
• Calls clients with specimen processing problems and other confidential information.
• Coordinates courier route schedules as needed to ensure specimens are obtained in the most effective manner and to the satisfaction of client accounts.
• Reports to work on time for all scheduled shifts and completes entire shift.  
• Follows all safety regulations and procedures.
• Performs other duties as assigned.

Requirements

QUALIFICATIONS:

• Bachelor’s Degree or high school diploma or equivalent work experience in a related field.
• Ability to exercise initiative, problem solving and decision making. 
• Ability to communicate effectively orally and in writing with physicians, staff and the public.
• Ability to work independently and organize work to meet established deadlines.

Any combination of training, education, and experience equivalent to the typical years of service qualifies for level as follows:

Client Services Associate I - 0-2 Years

Client Services Associate II - 3-4 Years

Client Services Associate III - 5+ Years

PHYSICAL DEMANDS AND CONDITIONS:

The physical demands described here are representative of those that must be met to successfully perform the essential functions of the position.?Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.? 

Clinic/Group Medical Practice environment with exposure to communicable disease or body fluids. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. 

HOURS/TRAVEL:

• May travel between locations occasionally as requested.  
• Typical work hours: Monday – Friday 10 AM – 6 PM (May vary).
• Depending on client-specific work schedule, may include other daily hours, weekends and/or holidays.
• May need to work occasional overtime as required.