Client Relationship Manager-Remote, (1396)

TriCore Reference Laboratories•Los Lunas, NM

5d•Remote

About The Position

The Client Relationship Manager is responsible for servicing and monitoring customer accounts with a high degree of professionalism. This role involves retaining client accounts, prospecting for new business within an assigned territory, and building and maintaining internal and external client relationships. The position also coordinates communication within all departments of TriCore related to customer service, provides ongoing service and problem-solving, and promotes a positive image of the laboratory within the community. Customer training is also a key responsibility.

Requirements

Associates degree (or equivalent industrial experience) in a related field.
Three (3) years relevant experience OR equivalent combination of education and experience equal to five (5) years' experience.
Must be willing to travel as required (up to 75% of the time).
Must work in the field a minimum of four days per week.
A grade of good on the alphanumeric typing test (4000-5,999 key strokes).

Nice To Haves

Bachelor's degree in a relevant field
Laboratory experience
Analytical skills
Completion of an appropriate medical certificate training program

Responsibilities

Establish, build, monitor, and retain relationships with customers.
Monitor and assist in ensuring customer accounts are appropriately built.
Support customer-related client billing initiatives to ensure accuracy and currency.
Document and resolve customer issues, assist with new client account monitoring, and monitor, identify, and resolve all service issues.
Meet and communicate with assigned customers according to the assigned monthly call cycle, providing necessary support to retain and grow existing clients.
Grow healthcare accounts to meet or exceed sales objectives.
Prepare and submit proposals for new accounts consistent with pricing policy and review procedures.
Manage requirements within and including Laboratory Service Agreement contracts.
Use a high degree of independent judgment when solving problems and assisting customers.
Establish, build, and retain relationships with customers and TriCore Leadership.
Address customer concerns with the goal of increasing satisfaction.
Provide training to customers on problem trends, completing requisitions, contacting TriCore, reading reports and invoices, connectivity solutions, and courier services for sponsor clients.
Provide training and consulting services to clients on OSHA or phlebotomy, if appropriate.
Attend, participate, and/or facilitate meetings as requested by TriCore.
Assist in developing appropriate marketing tools as needed.
Install and troubleshoot TriCore Portal, TriCore Direct, and printers.
Assist with delivery of supplies, requisition forms, courier services, and customer training.
Ensure all appropriate personnel are notified of system modifications and that those changes are documented, following up to ensure user needs are met.
Analyze and assist internal and external clients with the implementation and installation of outreach connectivity.
Analyze client workflow processes and procedures to recommend appropriate Outreach solutions.
Identify and communicate system or operation problems in assigned application IT or customer hospital IT.
Coordinate solutions for hardware and peripheral equipment issues for customers.
Support installs of connectivity by coordinating schedules with both client and Outreach Applications Analysts.
Maintain expertise in relevant computer systems such as Antrim, Rhodes, Sunquest, PowerPath, Sales Force, Epic, Cerner, and Liberty.
Check client centrifuges according to procedure.
Complete appropriate paperwork for current and new accounts: physician acknowledgements, printer installation, special pricing, connectivity, etc.
Disseminate information to customers and employees as appropriate.
Maintain and record information in Sales Force.
Maintain high standards of technical knowledge of testing, testing changes, and M.D. Specialties.
Submit weekly and monthly mandatory reports as deemed necessary by management.
Provide feedback to Marketing and Tech Support, and TriCore Operations in developing effective and professional sales and training materials for capabilities and services.