Internal Account Representative

Sonic Healthcare USA • Memphis, TN

2d • Onsite

About The Position

This role is for an Internal Account Representative in Greensboro, NC, working Monday-Friday from 8 am to 5 pm. The position is full-time and benefit-eligible. The company's mission is to advance the health and wellbeing of communities as a leader in clinical laboratory solutions. The representative will retain client business through site visits, problem-solving, and acting as a liaison to laboratory management, operations, and billing. They will also support new account onboarding, EMR integrations, and workflow education. The role serves as a primary resource for client inquiries, issue resolution, and ongoing utilization support, monitoring client engagement and addressing adoption gaps. The representative will assess needs using accepted Account Representative processes to maintain customer satisfaction and grow sales, manage customer/supplier relationships through reports and evaluation, and generate additional business through client consultations to increase market share. This role supports the Sales Team, Field Account Representatives, and leadership by providing timely, professional, and courteous service. They will communicate with clients and all levels of personnel regarding clinical testing status and results, research and resolve problems to meet client satisfaction, and perform clerical duties to facilitate and document the clinical testing process. Maintaining accurate client records in CRM and submitting daily reports on activities, client feedback, and emerging trends are key responsibilities. Building relationships and improving service satisfaction levels through excellent internal and external customer service skills is essential. The role also involves performing related accountabilities/responsibilities as required or directed and filling in for internal Customer Service as needed. This role will have routine access to Protected Health Information (PHI), and employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality and abide by all applicable privacy and security standards, only accessing PHI when required to fulfill job duties.

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