Manager - Client Operations

Sonic Healthcare USA • Tyler, TX

1d • Hybrid

About The Position

Manager - Client Operations at Sonic Healthcare USA, a Great Place to Work certified employer, dedicated to creating a supportive and inclusive environment emphasizing teamwork and innovation. This full-time, first shift role requires travel and focuses on advancing community health and wellbeing through clinical laboratory solutions. The ideal candidate possesses leadership qualities, strong people skills, a big-picture perspective, and a drive to succeed, seeking excellent benefits and career growth opportunities. This role serves as the primary operational liaison for assigned clients post-implementation, building strong relationships, monitoring performance, resolving issues, and ensuring seamless service delivery in accordance with company standards.

Requirements

• Bachelor’s degree or equivalent experience required
• 5+ years of experience in healthcare operations, client relations, or service delivery roles
• Demonstrated ability to manage external relationships in a non-sales capacity
• Strong problem-solving, communication, and organizational skills
• Ability to influence without direct authority and navigate cross-functional environments
• Routine access to Protected Health Information (PHI)
• Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards.
• Employees are expected only to access PHI when it is required to fulfill job duties.

Responsibilities

• Serve as the primary operational liaison for assigned clients post-implementation
• Build and maintain strong, professional relationships with key client stakeholders
• Conduct regular check-ins to assess satisfaction, identify concerns, and proactively address needs
• Partner closely with Sales where appropriate to ensure smooth handoff post-contract execution
• Maintain clear role boundaries: Sales owns growth and new business; this role owns service and retention
• Collaborate with Compliance, Sales, HR, and other functions as needed to support operational execution
• Track and manage key performance indicators (e.g., turnaround times, service levels, client satisfaction)
• Provide regular updates to leadership on account health, risks, and opportunities for improvement
• Identify trends and recommend operational enhancements
• Lead resolution of client concerns, coordinating cross-functional teams as needed
• Escalate systemic issues appropriately and drive timely closure
• Communicate clearly and consistently with clients throughout resolution processes
• Ensure services are delivered in accordance with company standards and client expectations
• Partner with internal operations teams (lab, logistics, phlebotomy, etc.) to ensure seamless execution
• Monitor service performance and drive continuous improvement

Benefits

• Appreciation for your work
• A feeling of satisfaction that you’ve helped people
• Opportunity to grow within the organization
• 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: Manager