Internal Account Representative

Sonic Healthcare USA • Greensboro, NC

5d • Onsite

About The Position

This role is for an Internal Account Representative based in Greensboro, NC. The primary focus is on retaining client business through site visits, problem-solving, and acting as a liaison between clients and laboratory management, operations, and billing. The position also involves supporting new account onboarding, EMR integrations, and workflow education. The representative will be a key resource for client inquiries, issue resolution, and ongoing utilization support, monitoring client engagement and addressing adoption gaps. The role requires assessing needs to maintain customer satisfaction and grow sales, managing customer/supplier relationships, and generating additional business through consultation. This position supports the Sales Team, Field Account Representatives, and leadership by providing excellent service and communicating clinical testing status and results. Problem resolution and clerical duties are also part of the daily tasks. Accurate client record maintenance in CRM and daily reporting on activities, feedback, and trends are essential. Building relationships and improving service satisfaction through excellent customer service skills are expected. The role may also involve filling in for internal Customer Service as needed. This role will have routine access to Protected Health Information (PHI), requiring strict confidentiality and adherence to privacy and security standards.

Requirements

• High School Diploma or equivalent
• 1 year of experience working in a call center or in the laboratory
• Exceptional communication skills
• Top notch typing proficiency (at least 35wpm), including 10-key
• Ability to thrive in a fast-paced environment

Nice To Haves

• Associate’s Degree or Medical Assistant training
• 2+ years of laboratory training or experience in specimen collection and processing
• Data entry experience in a production environment

Responsibilities

• Retain client business with occasional site visits, problem solving, and acting as a liaison to laboratory management, operations, and billing.
• Support the onboarding process for new accounts, EMR integrations, and workflow education.
• Serve as a primary resource for client inquiries, issue resolution, and ongoing utilization support.
• Monitor client engagement and proactively address gaps in adoption, ensuring alignment with company workflows and systems.
• Assess needs by using accepted Account Representative processes to maintain customer satisfaction and grow sales.
• Manage customer/supplier relationship functions through reports and evaluation.
• Generate additional business through consultation with clients to increase market share of existing products and services.
• Supports the Sales Team, Field Account Representative(s), and leadership in providing timely, professional and courteous service.
• Communicates with clients and all levels of personnel in order to disseminate information in regard to clinical testing status and results.
• Researches and resolves problems by following defined procedures in order to meet client satisfaction and expectation.
• Performs clerical duties daily in order to facilitate and document the clinical testing process.
• Maintain accurate client records in CRM and submit daily reports on activities, client feedback, and emerging trends.
• Build relationships and improves service satisfaction levels of clients and co-workers by practicing excellent internal and external customer service skills.
• Performs related accountabilities/responsibilities as required or directed.
• Will fill-in for internal Customer Service as needed

Benefits

• Free lab services for you and your eligible dependents
• Work-life balance, including Paid Time Off and Paid Holidays
• Competitive benefits including medical, dental, and vision insurance
• Help saving for retirement, with a 401(k) that includes a generous company match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED