Clinical Services Coordinator (CSC)

CND Life Sciences•Scottsdale, AZ

10d

About The Position

The Clinical Services Coordinator (CSC) supports CND Life Sciences’ Clinical Services team in onboarding, supporting, and engaging clinician customers who use the company’s neurodiagnostic testing services. The role works across Sales, Medical Affairs, Marketing, Logistics, Pathology, and Lab Operations to implement best practices, support departmental processes, and provide an exceptional customer experience. The CSC combines operational execution with account and performance monitoring and process improvement to support revenue growth and sustained clinician engagement. The position supports case discrepancy resolution, call escalations, patient-result delivery, administrative work, and initiatives that drive customer utilization. In collaboration with Clinical Account Managers (CAMs), the CSC onboards and trains clinician users, monitors engagement in Salesforce, and coordinates responses to clinical inquiries with Medical Affairs. The role contributes to customer satisfaction, clinician loyalty, and consistent test utilization.

Requirements

1–2 years of experience supporting clinical practices in a commercial or research setting.
Experience managing multiple clinical accounts or customer sites.
Outstanding customer service and professional communication skills.
Exceptional attention to detail and organizational skills.
Proactive, self-motivated, and collaborative work ethic.
Ability to prioritize, multitask, and adapt to shifting needs.
Results-driven approach and a continuous improvement mindset.
Proficiency in Microsoft Office (Word, Excel, Outlook) and general online tools.
Associate degree required.

Nice To Haves

Experience working in Salesforce or similar CRM platforms.
Bachelor’s degree preferred.

Responsibilities

Partner with Clinical Account Managers to onboard new clinician users and train them on CND’s test services.
Establish communication with clinical and administrative staff to support onboarding goals during the first 90 days.
Monitor early account activity, identify at-risk or low-engagement accounts, and implement intervention strategies.
Serve as an additional point of contact for client practices while aligning with Sales on long-term engagement strategies.
Educate clients on biopsy collection protocols and recommend improvements to support quality and consistency.
Resolve case discrepancies to ensure timely delivery of patient results.
Answer and triage incoming calls to CND’s main line, providing direct support or routing calls to appropriate departments.
Coordinate with Pathology to ensure prompt delivery of patient reports.
Promote effective Salesforce use for workflows and customer engagement, and maintain accurate account, contact, activity, and onboarding records.
Communicate proactively with clinicians to encourage ongoing use and satisfaction.
Assist CAMs with tracking Salesforce account activity, identifying usage trends, and recommending interventions.
Support dormancy prevention through outreach campaigns and reactivation strategies.
Provide ongoing clinical support by sharing educational resources, patient-facing materials, and case studies.
Triage clinical questions and coordinate with Medical Affairs to obtain expert responses.
Encourage appropriate and consistent test utilization and help prevent account dormancy.
Contribute account trends and summaries to regular account reviews and strategic planning discussions.