Client Service Coordinator

Sonic Healthcare USA•Park Slope, NY

9d•Remote

About The Position

We're not just a workplace - we're a Great Place to Work certified employer! Proudly certified as a Great Place to Work, we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA, we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members! In this role, you will serve as the primary point of contact for assigned client accounts within the designated territory. You will develop and maintain strong professional relationships with physician offices and clinical staff. You will proactively communicate with clients to ensure service satisfaction and identify potential concerns. You will conduct regular in-person and remote client visits to maintain service standards and address operational needs. You will evaluate client service needs and determine appropriate solutions, including training, operational guidance, and coordination with internal departments to ensure effective service delivery. You will evaluate client operational needs and recommend solutions to improve efficiency and service utilization. You will provide guidance and support related to laboratory ordering systems, hardware, and software applications. You will support the Sales team with new client onboarding and account implementation. You will conduct site surveys to evaluate workflow, technology, and operational requirements. You will coordinate system setup including test shortlists, profiles, and ordering workflows. You will ensure new clients are properly trained and operational prior to service launch. You will exercise discretion and independent judgment in evaluating client service needs, prioritizing account issues, determining appropriate service solutions, and coordinating with internal departments to ensure effective resolution and ongoing client satisfaction. You will investigate service issues affecting client accounts, evaluate potential solutions, and determine appropriate corrective actions in coordination with internal departments to ensure timely and effective resolution. You will collaborate with internal departments including billing, accessioning, courier services, and laboratory operations to resolve issues. You will exercise independent judgment in determining appropriate corrective actions and follow-up strategies. You will ensure timely communication and resolution of client concerns. You will maintain documentation related to account activity, service visits, and issue resolution. You will submit regular activity and service reports to the Client Service Manager. You will process required documentation including billing action forms and client service requests. You will monitor account activity and identify trends that may impact on service quality or client satisfaction.

Requirements

Bachelor’s degree preferred.
Valid New York State driver’s license with a clean driving record.
Ability to travel regularly within assigned territory.

Responsibilities

Serve as the primary point of contact for assigned client accounts within the designated territory.
Develop and maintain strong professional relationships with physician offices and clinical staff.
Proactively communicate with clients to ensure service satisfaction and identify potential concerns.
Conduct regular in-person and remote client visits to maintain service standards and address operational needs.
Evaluate client service needs and determine appropriate solutions, including training, operational guidance, and coordination with internal departments to ensure effective service delivery.
Evaluate client operational needs and recommend solutions to improve efficiency and service utilization.
Provide guidance and support related to laboratory ordering systems, hardware, and software applications.
Support the Sales team with new client onboarding and account implementation.
Conduct site surveys to evaluate workflow, technology, and operational requirements.
Coordinate system setup including test shortlists, profiles, and ordering workflows.
Ensure new clients are properly trained and operational prior to service launch.
Exercises discretion and independent judgment in evaluating client service needs, prioritizing account issues, determining appropriate service solutions, and coordinating with internal departments to ensure effective resolution and ongoing client satisfaction.
Investigates service issues affecting client accounts, evaluates potential solutions, and determines appropriate corrective actions in coordination with internal departments to ensure timely and effective resolution.
Collaborate with internal departments including billing, accessioning, courier services, and laboratory operations to resolve issues.
Exercise independent judgment in determining appropriate corrective actions and follow-up strategies.
Ensure timely communication and resolution of client concerns.
Maintain documentation related to account activity, service visits, and issue resolution.
Submit regular activity and service reports to the Client Service Manager.
Process required documentation including billing action forms and client service requests.
Monitor account activity and identify trends that may impact on service quality or client satisfaction.