Client Service Manager - Aiea Heights

Sonic Healthcare USA•Aiea, HI

8d•$80,000 - $100,000•Onsite

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! Join our team of #HealthcareHeroes! Our mission is to advance the health and well-being of our communities as a leader in clinical laboratory solutions. This opportunity is: Location: Aiea, HI Days: Must be Flexible Hours: TBD Full-time: Benefit Eligible Pay: Salary $80,000 to $100,000 depending on experience In this role, you will: Manage/Lead the Client Services Team through field visits, site visits, problem solving, and acting as a liaison to laboratory management and operations. Train Client Service Representatives in accepted client service processes to maintain customer satisfaction and grow sales. Manage customer relationship functions through reports and evaluation. Generate additional business for the company through site visits and consultation with clients to increase the market share of existing products and services. Be an effective communicator, value teamwork, and being part of a team. Have a track record of accountability and be results oriented. Strong listening and interpersonal skills with the ability to build rapport. Work closely with the Sales Team to provide timely, professional, and courteous service to all AEL customers. Analyze data and interpret sales and test volume trends. Provide consistent touchpoints with the Client Services Team to include phone, email, meetings, and one-on-one field visits. Ensure the Client Services Team provides timely and accurate sales forecasts, activity, account updates, and reports via CRM system. Observe competitor activities, gather and interpret product and market intelligence. Interface with Regional Directors and Operations Managers to solve customer issues and develop plans and strategies for customer success. Participate in workgroups with various internal departments for efficiency gains and problem/payer resolution. Provide leadership and development to Client Service Representatives. Facilitate development of team building, foster trust and respect, manage conflict resolution and maintain positive morale. Other duties as assigned.

Requirements

Experience in client services, customer services, and/or laboratory operations (inpatient and/or outpatient)
Knowledge of laboratory processes, procedures, workflows, information systems, and quality control
Understands the operations and business of a clinical laboratory organization, especially client/customer service procedures and processes
Minimum four 4 years of leadership experience as a Supervisor or above over a staff operating in some aspect of laboratory operations, demonstrating the ability to lead a team to successfully achieve operational goals
Must demonstrate an ability to work as part of a team with good problem resolution skills and flexibility.
The ability to communicate effectively, orally and written.
Time management, analytical thinking, and computer skills are a must

Responsibilities

Manage/Lead the Client Services Team through field visits, site visits, problem solving, and acting as a liaison to laboratory management and operations.
Train Client Service Representatives in accepted client service processes to maintain customer satisfaction and grow sales.
Manage customer relationship functions through reports and evaluation.
Generate additional business for the company through site visits and consultation with clients to increase the market share of existing products and services.
Be an effective communicator, value teamwork, and being part of a team.
Have a track record of accountability and be results oriented.
Strong listening and interpersonal skills with the ability to build rapport.
Work closely with the Sales Team to provide timely, professional, and courteous service to all AEL customers.
Analyze data and interpret sales and test volume trends.
Provide consistent touchpoints with the Client Services Team to include phone, email, meetings, and one-on-one field visits.
Ensure the Client Services Team provides timely and accurate sales forecasts, activity, account updates, and reports via CRM system.
Observe competitor activities, gather and interpret product and market intelligence.
Interface with Regional Directors and Operations Managers to solve customer issues and develop plans and strategies for customer success.
Participate in workgroups with various internal departments for efficiency gains and problem/payer resolution.
Provide leadership and development to Client Service Representatives.
Facilitate development of team building, foster trust and respect, manage conflict resolution and maintain positive morale.
Other duties as assigned.