Reference Lab Outreach Customer Success Specialist

Stanford Health Care•Newark, NJ

12d•$45 - $59

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 coordinates customer-facing and operational activities related to courier services, billing, supplies, laboratory processes, customer feedback, and service delivery. Working across departments, the Specialist identifies opportunities to improve the customer experience and supports strategic planning, program performance, marketing, business development, customer engagement, and executive communications. The position helps strengthen outreach customer relationships, support effective reference laboratory services, promote program growth, and advance organizational business objectives. The position also supports Stanford Health Care’s commitment to an exceptional patient and family experience and its C-I-CARE framework: Know Me, Show Me the Way, and Coordinate for Me.

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.
Ability to independently seek out and obtain information.
Good judgment and discretion in confidential situations.
Excellent written and verbal communication skills.
Ability to communicate clearly and maintain professional appearance and composure with individuals at all levels, including faculty and management staff.
Professional approach to work and responsibility for assigned duties.
Ability to use critical thinking skills and time management principles to achieve goals.
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 as a primary point of 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, reinforce reference laboratory procedures, and connect customers with appropriate 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 objectives.
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 key stakeholders.
Provide business liaison support among external clients, laboratory teams, billing, courier services, and 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 customer courier services, including route changes, service requests, pickup concerns, and communication with courier vendors and internal stakeholders.
Track courier billing, invoices, and related documentation to support reconciliation, follow-up, and courier cost allocation.
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 follow-up.
Coordinate printing and mailing of 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 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.