Hospital Relations Specialist

Versiti•Indianapolis, IN

2d•Hybrid

About The Position

Responsible for assessing customer needs and recommending plans to achieve exceptional customer relationships, strengthen service performance, and support retention for Blood Services customers. As part of the Client Success function, supports customers through activation, ongoing lifecycle management, and retention by serving as a liaison between customers, Blood Services leadership, and other Versiti teams. Communicates customer needs and expectations, supports customer issue resolution, monitors customer satisfaction and performance, and contributes to customer implementation and growth initiatives.

Requirements

Bachelor's Degree BA or BS degree from an accredited college or university in applicable field.
4-6 years Job related experience in blood banking/transfusion services.
4-6 years Experience in customer service, customer relationship management, or account management, preferably within a blood center or healthcare environment.
1-3 years Demonstrated experience managing customer relationships and supporting customer satisfaction, retention, and value delivery.
Less than 1 year Experience using customer relationship management tools, customer surveys, performance metrics, and reporting to support customer management.
1-3 years Proficiency in developing professional reports, presentations, and customer-facing materials.
Knowledge of blood banking, transfusion services, hospital operations, customer relationship management, and service delivery within a regulated healthcare environment.
Working knowledge of quality systems and regulatory requirements, including quality control, SOP development and implementation, statistical analysis, testing processes, FDA requirements, and cGMP standards.
Ability to read, interpret, and apply SOPs, safety rules, technical procedures, departmental manuals, basic legal documents, and governmental regulations.
Analytical and quantitative ability to identify and define problems, collect and evaluate relevant data, establish facts, interpret information, perform calculations related to volume, weight, distance, and financial measures, and draw valid conclusions.
Critical thinking and problem-solving ability, including evaluating alternative solutions, understanding the implications of new information, anticipating potential issues, and developing practical and creative approaches to resolution.
Effective written communication and documentation skills, including preparation of professional reports, business correspondence, presentations, procedures, and other customer or internal communications with accuracy and clarity.
Effective verbal communication and active listening skills, including the ability to understand information presented verbally and in writing, communicate appropriately with different audiences, ask relevant questions, and ensure clear understanding.
Demonstrated interpersonal, collaboration, and customer service skills, with the ability to build productive working relationships, work effectively across functions, represent the customer perspective, and maintain a high standard of professionalism.
Goal-oriented and self-directed, with a high degree of integrity, accountability, organization, attention to detail, and the ability to work both independently with minimal supervision and as part of a team.
Proficiency with personal computers and mobile business technology, including laptops and tablets.
Proficiency with standard office equipment, including printers, copiers, scanners, and fax capabilities.
Proficiency with Microsoft Office applications, including Word and Excel.

Nice To Haves

Medical Technologist or Medical Laboratory Technician (ASCP—American Society for Clinical Pathology) certification preferred
SBB (Specialist in Blood Banking) certification preferred

Responsibilities

Serves as a liaison and builds relationships with current customers, including hospital administrators, managers, physicians, laboratory technologists, and professional staff.
Establishes mechanisms to understand unmet customer needs and communicates customer needs and expectations to Client Success and Blood Services leadership.
Conducts hospital visits regarding blood center and hospital performance and relationships.
May intervene, investigate, and document customer problems when they arise.
Establishes and monitors customer satisfaction metrics and assists leadership in developing plans to improve performance.
Maintains the customer excellence reporting mechanism and response plan.
Develops and presents inventory, usage, and waste metrics to customers quarterly and works with customers on inventory management and cost-effective practices.
Monitors customer feedback to identify market trends, service enhancements, product positioning, and product development opportunities.
Coordinates new customer implementation.
Partners with leadership to contribute to marketing plans that support Blood Services growth within identified markets.
Benchmarks services and practices within the industry and market to maintain standards and anticipate trends.
Encourages and supports research and improvement studies that may improve the quality of hospital services or increase revenue opportunities.
Supports annual customer service training for Hospital Services and coordinates with other Versiti service lines to meet customer needs comprehensively.
Represents the customer on Versiti teams developing processes and implementing systems that affect customers.
Participates in appropriate meetings and committees for planning and problem solving.
Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification.
Understands and performs in accordance with all applicable regulatory and compliance requirements.
Complies with all standard operating policies and procedures.