Full Time - Client Operations Manager

Clinpath Diagnostics•Tempe, AZ

About The Position

The role of the Client Operations and Business Development Manager requires exceptional customer service abilities; promoting present and future product lines; supporting and enhancing opportunities with existing clients; looking for and presenting new client opportunities; as well as responsibility for oversight of the Client Services department. This person will also be responsible for improving the overall client experience by working with the client and laboratory personnel to obtain the best and most accurate patient results quickly and efficiently. This individual will present the client with future product lines that can provide more opportunity for the client as well as improve patient outcomes. They will work with the COO, Pathologist, Executive Team, CPD Support, Clinpath Lab Management, and Pathology Billing Services to review present and future systems, product lines, workflows, processes, and procedures to come up with best practices on improving client and patient outcomes while increasing overall company revenues. This position’s duties include but are not limited to overview, projects, and database management related to client accounts; handling of client issues; developing and promoting business opportunities to management and clients; maintaining and growing customer base; overseeing Client Services and all processes therein. This position also works closely with the Marketing Director and COO to establish and build strong professional relationships with clients by consistent offsite customer service calls. The position is also required to adhere with HIPAA, PCI, CAP CLIA and other regulatory agencies as they relate to the duties. 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.

Requirements

High School Diploma required.
Proven experience in client relationship management, sales and business development, 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).
Proficiency in using customer relationship management (CRM) software and Microsoft Office 365.
Strong organizational skills and attention to detail.
Ability to work collaboratively in a team environment and independently when needed.
Must have excellent customer service skills.
Must be able to lift 30 Lbs.
Must be able to work in a laboratory setting.

Nice To Haves

Bachelor's degree in a related field highly preferred (e.g., Medical Laboratory Science, Healthcare Administration, Business Management, Sales and Marketing).

Responsibilities

Oversight of the Client Services department, including working with Client Services Supervisor to manage support personnel and daily workflow.
Assist with training new Client Services employees and working with Client Services Supervisor in handling personnel issues and carrying out annual performance evaluations for direct reports.
Oversees updating, maintaining and reviewing enhancements for client database (Novopath).
Oversees all client interface/EMR and other client projects from cradle to grave.
Work directly with the COO to promote sales to current and potential clients.
Investigating and presenting all potential product lines and business development opportunities to management.
Presenting all new lines of business, product lines, and process changes to clients.
Work with the COO to promote sales to current and potential clients.
Interface with Lab Administration for potential workflow issues involving clients.
Effectively manage and delegate projects.
Prepare monthly reports and presentations for QA, Customer Satisfaction and new product development.
Create and maintain customer and staff training documents related to database usage (both LIS and WEB portals).
New client in-service of pathology lab services to ensure smooth transition.
Works closely with the COO and Marketing Director on off-site customer service calls.
Establish effective documentation of customer service calls and any customer service issues.
Earn and maintain client respect and confidence as a trusted liaison from laboratory to client.
Responds to the needs and questions of clients by providing strong communication skills and effective problem solving to meet both client and laboratory needs.
Develop and maintain strong relationships with clients, understanding their needs and expectations.
Trains new employees and carries out annual performance evaluations for direct reports.
Knowledge of HIPAA rules and regulations.
Self motivated.
Address client inquiries and concerns promptly, providing accurate and detailed information about testing procedures, turnaround times, and result interpretations.
Resolve any issues that arise in a timely and effective manner, ensuring client satisfaction and retention.
Identify opportunities to enhance client and operational processes, contributing to the overall growth and efficiency of the laboratory.
Performs any/all other duties as assigned.