Lead, Clinic Solutions

Abbott Laboratories • Kansas City, MO

4d

About The Position

eScreen, Inc. is part of Abbott’s Rapid Diagnostics Division— the nation’s largest technology‑enabled Third‑Party Administrator (TPA), delivering employment drug screening and occupational health services (vision, audio, vaccinations, TB, titers, DOT/non‑DOT physicals, and more) through a network of 5,800+ occupational health clinics nationwide. Our industry‑leading scheduling and results‑reporting platform powers a seamless customer experience for employers across the country.
Our Kansas City, MO location is currently seeking a Clinic Solutions Lead, a seasoned professional responsible for managing and strengthening relationships with our established channel partners. In this high‑impact role, you will drive key strategic initiatives, identify opportunities for incremental growth, and ensure partners are enabled to deliver exceptional service to our shared clients. This individual contributor role serves as a strategic extension of the leadership team, handling escalations, guiding partners through complex issues, and ensuring successful adoption of clinic‑related solutions. You will provide accurate, timely technical expertise on our products and services, helping partners and internal teams navigate challenges with clarity and confidence. The ideal candidate brings strong communication skills, a customer‑focused mindset, and the ability to influence without formal authority. You will de‑escalate issues with professionalism, mentor and train Clinic Account Representatives (CARs), and continuously look for process improvements that support growth and operational excellence.

Requirements

• Bachelor’s degree or equivalent experience in customer-facing roles
• 3-5 years of experience in client success or similar customer-facing roles
• Proficiency in Microsoft Office Suite
• Demonstrated ability to participate in complex projects with cross-functional teams

Nice To Haves

• General knowledge of Occupational Health Services is a plus
• Knowledge of diagnostic testing, point-of-care testing, infectious disease, and/or toxicology
• Strong analytical, communication, and problem-solving skills
• Experience with Salesforce

Responsibilities

• Demonstrate drive to provide outstanding customer service with clear verbal and written communications.
• Act as an extension of the leadership team, handling escalations and supporting strategic initiatives.
• Identify and interpret appropriate steps to resolve the need of the customer.
• Oversee multiple, concurrent customer implementations and projects across various products.
• Mentor and train Clinic Account Representatives (CARs) and assist with SOP updates and process improvements.
• Conduct quality audits, manage QA processes, and ensure compliance with training and job requirements.
• Analyze complex data sets to support business objectives and identify trends in customer experience and resource utilization.
• Collaborate daily with internal teams and upper management to resolve issues and drive innovation.
• Recommend and implement process changes to enhance productivity and customer satisfaction.
• Make necessary corrections to information entered to ensure problem resolution.
• Deescalate the issues and provide satisfactory solutions.
• Flexibility to operate in several systems or platforms and balance tasks throughout the workday.
• Ability to multitask in handling customers on various reporting platforms.
• Fostering a customer service culture that strives for 100% customer satisfaction.

Benefits

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level