Reference Lab Outreach Customer Success Specialist

Stanford Health Care•Newark, NJ

12d

About The Position

The Reference Lab Outreach Customer Success Specialist serves as a liaison and resource for the Stanford Health Care Reference Lab outreach program. The role manages assigned customer accounts and supports customer success through relationship management, issue resolution, training, service coordination, and ongoing communication. It coordinates customer-facing and operational activities involving courier services, billing, supplies, laboratory processes, customer feedback, and service delivery, while collaborating across departments to improve the customer experience. The Specialist also supports strategic planning, program performance, marketing and business development initiatives, customer engagement, and executive-level communications. The position helps strengthen outreach customer relationships, promote effective reference laboratory services, support program growth, and advance organizational objectives. It is a day-shift, 8-hour position located at Stanford Health Care. Other duties and ad hoc projects may be assigned by the Manager.

Requirements

Bachelor's degree in a work-related discipline or field from an accredited college or university.
Two to five years of prior experience interacting with customers, providers, and/or patients.
Ability to establish and maintain effective working relationships.
Excellent organizational and problem-solving skills, including the ability to prioritize multiple and diverse tasks.
Ability to manage multiple changing priorities.
Ability to take direction and work effectively independently and collaboratively.
Demonstrated ability to seek out and obtain information independently.
Demonstrated good judgment and discretion in confidential situations.
Excellent written and verbal communication skills.
Ability to communicate clearly and maintain a professional appearance and composure with faculty, management staff, and others.
Professional approach to work and sense of responsibility for assigned duties.
Ability to use critical thinking and time management principles to achieve goals.
Demonstrated ability and interest in learning new software programs as required.
Intermediate proficiency with computer software systems, including Microsoft Office, Word, Excel, and PowerPoint.
Commitment to Stanford Health Care's C-I-CARE standards and patient- and family-centered interactions.

Nice To Haves

Experience in customer relationship management, account management, business liaison support, or client-facing service coordination.
Experience supporting marketing campaigns, outreach engagement initiatives, or strategic growth plans.

Responsibilities

Manage assigned client accounts as a primary contact, monitor account needs, and coordinate timely issue resolution.
Proactively identify client needs, reinforce service expectations, and support a positive client experience.
Answer outreach customer questions about reference laboratory procedures and connect customers with internal resources.
Partner with leadership, internal departments, and outreach customers to support organizational goals, service growth, and operational alignment.
Escalate client account, operational, or service concerns to leadership with context, recommended actions, and follow-up documentation.
Support strategic planning by translating organizational priorities into operational plans, client engagement activities, and measurable program objectives.
Monitor program activities, client feedback, and operational performance indicators.
Coordinate cross-functional initiatives to improve customer engagement, service delivery, and business outcomes.
Manage the semi-annual outreach customer survey process, including distribution, response tracking, feedback analysis, and follow-up on improvement opportunities.
Prepare and deliver communications, updates, and summaries for executive-level leaders and key stakeholders.
Provide business liaison support among external clients, laboratory teams, billing, courier services, and other operational stakeholders.
Provide customer training and education on specimen collection requirements, submission processes, ordering workflows, and service expectations.
Develop and share educational materials, reminders, and process updates to support laboratory submission and communication standards.
Coordinate courier services, including route changes, service requests, pickup concerns, and communications with vendors and internal stakeholders.
Track courier billing, invoices, and documentation to support reconciliation, follow-up, and allocation of courier costs.
Work with customers, courier vendors, billing teams, and business operations staff to resolve courier and invoicing issues.
Manage and track customer supply requests, including order intake, fulfillment status, inventory coordination, and delivery follow-up.
Coordinate printing and mailing test requisition forms and outreach customer test results, ensuring timely, accurate, and confidential distribution.
Assist with planning and coordinating marketing activities to attract outreach customers and promote Reference Lab services.
Coordinate marketing communications, outreach materials, customer lists, event logistics, and follow-up activities.
Track marketing campaign responses, customer inquiries, and outreach leads to identify engagement opportunities and support growth.
Perform other duties and support ad hoc projects as assigned by the Manager.