Internal Account Representative

Sonic Healthcare USA • Greensboro, NC

6d • 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 using established Account Representative processes to ensure customer satisfaction and drive sales growth, managing customer/supplier relationships through reports and evaluations, and generating additional business by consulting with clients to increase market share. This position supports the Sales Team, Field Account Representatives, and leadership by providing timely, professional, and courteous service. Responsibilities include communicating with clients and personnel regarding clinical testing status and results, researching and resolving problems to meet client satisfaction, performing daily clerical duties to facilitate and document the clinical testing process, and maintaining accurate client records in CRM with daily reports on activities, feedback, and trends. Building relationships and improving service satisfaction for clients and co-workers through excellent customer service is essential. 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 employees to be trained on safeguards and maintain strict confidentiality.

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

• Appreciation for your work
• A feeling of satisfaction that you’ve helped people
• Opportunity to grow in your profession
• 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
• A sense of belonging – we are a community!

What This Job Offers

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