Reference Lab Outreach Customer Success Specialist

Stanford Health Care•Newark, CA

9d•$45 - $59•Hybrid

About The Position

The Reference Lab Outreach Customer Success Specialist serves as a key liaison and resource for the Stanford Health Care Reference Lab outreach program. The Specialist manages assigned outreach customer accounts and supports customer success through relationship management, issue resolution, training and education, service coordination, and ongoing communication. The role connects outreach customers with laboratory teams, leadership, billing, courier services, and other operational stakeholders. The position coordinates customer-facing and operational activities related to courier services, billing, supplies, laboratory processes, customer feedback, and service delivery. It also supports strategic planning, program performance, marketing and business development initiatives, customer engagement, and executive-level communications. Through this work, the Specialist helps strengthen customer relationships, improve the customer experience, and support growth and long-term business objectives for the reference laboratory outreach program. This is a full-time, day-shift position with an eight-hour schedule, listed as hybrid and located in Newark, California. The role is with Stanford Health Care.

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 independently seek out and obtain information.
Demonstrated ability to exercise good judgment and discretion in confidential situations.
Excellent written and verbal communication skills.
Ability to communicate clearly and maintain professional appearance and composure with a range of individuals, including faculty and management staff.
Professional approach to work and a sense of responsibility for assigned duties.
Ability to use critical-thinking skills 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.

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, act as a primary point of contact, monitor account needs, and coordinate timely issue resolution.
Identify client needs proactively, reinforce service expectations, and support a positive client experience.
Answer outreach customer questions, reinforce reference laboratory procedures, and connect customers with appropriate internal resources.
Partner with leadership, internal departments, and 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, customer 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, including distribution, response tracking, feedback analysis, and follow-up on improvement opportunities.
Prepare and deliver communications, updates, and summaries for executive leaders and other 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 compliance with laboratory submission and communication standards.
Coordinate outreach courier services, including route changes, service requests, pickup concerns, and communications with courier vendors and internal stakeholders.
Track courier billing, invoices, and related 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 intake, fulfillment status, inventory coordination, and delivery follow-up.
Coordinate printing and mailing of test requisition forms and customer test results, ensuring timely, accurate, and confidential distribution.
Assist with planning and coordinating marketing activities to attract outreach customers and promote reference laboratory 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 business growth.
Perform other duties and support ad hoc projects as assigned by the Manager.