Manager of Client Relations (MLS) (51407)

Carter BloodCare•Bedford, TX

About The Position

The Client Relations Manager (CRM) supports the strategic and operational objectives of the Client Relations department by managing day-to-day relationships with hospital and transfusion service clients across the Carter BloodCare (CBC) region. This position is accountable for maintaining assigned client relationships, serving as a primary point of contact, and ensuring clear, effective communication (including identifying and escalating concerns as appropriate) to support client satisfaction, retention, and regulatory compliance. The CRM is responsible for scheduling, completing, and documenting annual client site visits, including capturing client feedback and improvement opportunities. This position ensures departmental adherence to AABB standards and internal SOPs, including oversight of transfusion service onboarding, annual audits, competency documentation, Medical Director review, and required policy approvals. Additionally, the CRM supports new business opportunities, coordinates departmental services for client events, and manages assigned resources within a complex, highly regulated environment. The CRM exemplifies and champions CBC Core Values and Code of Conduct, and adheres to CBC policies and applicable departmental Standard Operating Procedures (SOPs). To support ongoing development and organizational goals, the CRM is required to attend meetings and training sessions, as assigned. The CRM maintains active and current professional licensure and/or certifications, as required by role-specific regulations and organizational requirements. Periodic travel (approximately 30%) between assigned work areas to support other locations/projects in CBC service areas is required. A valid driver’s license and an acceptable driving record (as specified in the current Vehicle Safety Loss Control Guidelines) are required. Exempt employees are expected to maintain availability beyond standard business hours when business needs arise. Regular full-time attendance is required during normal working hours.

Requirements

Bachelor’s degree in Medical Technology or related clinical science field
MLS (ASCP) or equivalent
Minimum of 5 years of related experience in transfusion service management, supervisory, Immunohematology reference laboratory or quality assurance position, with an emphasis on hospital transfusion service
Minimum of 2 years of experience with transfusion service software
Must possess a valid driver’s license and an acceptable driving record
Excellent verbal and written communication skills with demonstrated presentation skills
Adaptability and ability to engage with a wide variety of audiences, including C suite, stakeholders and communities (e.g., internal, external)
Strong interpersonal skills and an ability to instill trust with customers
Exceptional customer service and organizational skills (e.g., attention to detail, complex problem-solving, critical analysis skills)
Ability to prioritize and balance multiple projects simultaneously
Working technical knowledge of applicable standards and regulations associated with blood products, blood banks, and transfusion services
Ability to lead and motivate a diverse workforce toward common objectives
Ability to make and act on critical decisions in unusual or stressful situations with little or no direct supervision or guidance
Appreciation for and an understanding of the importance of compliance in a regulatory environment
Working knowledge of Microsoft Office Suite

Responsibilities

Managing day-to-day relationships with hospital and transfusion service clients
Maintaining assigned client relationships
Serving as a primary point of contact
Ensuring clear, effective communication
Identifying and escalating concerns
Supporting client satisfaction, retention, and regulatory compliance
Scheduling, completing, and documenting annual client site visits
Capturing client feedback and improvement opportunities
Ensuring departmental adherence to AABB standards and internal SOPs
Oversight of transfusion service onboarding, annual audits, competency documentation, Medical Director review, and required policy approvals
Supporting new business opportunities
Coordinating departmental services for client events
Managing assigned resources
Exemplifying and championing CBC Core Values and Code of Conduct
Adhering to CBC policies and applicable departmental Standard Operating Procedures (SOPs)
Attending meetings and training sessions, as assigned
Maintaining active and current professional licensure and/or certifications
Periodic travel (approximately 30%) between assigned work areas to support other locations/projects in CBC service areas