Client Service Manager (MG CS)

Willis-Knighton Health System • Shreveport, LA

106d

About The Position

The Laboratory Outreach Client Services Manager is responsible for identifying, qualifying and creating new business relationships between the outreach activity and various laboratory clients within the defined market. Laboratory clients require this individual to meet routinely with physicians, nurses, practice administrators, office managers, and representatives of nursing homes and industry. The primary purpose of this position is to create relationships that generate profitable streams of revenue back to the outreach activity. Performs supervisory responsibilities for the hospital laboratory customer service unit. Works with a wide variety of clients, vendors and internal staff, including patients, laboratory scientists, phlebotomists and office staff, as well as other section supervisors within the laboratory department. Provides support to technical support employees, including Specimen Management Technicians and Customer Service Representatives.

Requirements

• Excellent written and oral communication skills.
• Well-organized and tolerant of ambiguity.
• Basic computer skills.
• Clinical Laboratory experience preferred.
• Sales experience preferred.
• Valid driver's license in good standing with the state.

Nice To Haves

• Experience in laboratory outreach programs.
• Familiarity with healthcare industry standards.

Responsibilities

• Allocates necessary time to develop new customers, manages the sale consistent with targeted closure dates and maintains sales territory plan.
• Maintains communication with existing clients and brings service issues to the attention of the Client Services Manager and Laboratory Director.
• Identifies real or potential situations, investigates and attempts to resolve them working with the Laboratory Leadership Team.
• Promotes positive public relations through effective and concise communications to physicians, nurses and allied health staff.
• Communicates with members of the laboratory leadership team concerning physician issues and testing needs. Uses critical thinking skills to resolve problems.
• Serves as support for the Laboratory Outreach Program and its development per business plan directives and initiatives; provides assistance for laboratory planning activities.
• Updates processes as applicable to specimen processing and courier activity.
• Works closely to maintain positive relations with laboratory personnel, supervisors, internal and external clients, patients, visitors, and all hospital departments by phone and face-to-face.
• Assists in the responsibility for monitoring errors, implementing corrective measures and disciplinary actions as warranted.
• Ensures in conjunction with the Laboratory Director that the department complies with all local, state and federal regulatory requirements and maintains a continuous state of readiness.
• Other duties as deemed necessary and appropriate, or as may be directed by the Corporate Laboratory Director.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Hospitals
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees