Regional Service Representative - Ohio & Western Pennsylvania Territory

Mayo Clinic•Rochester, MN

1d•$82,908 - $124,467•Onsite

About The Position

This role involves maintaining and expanding client accounts within a designated territory (Ohio & Western Pennsylvania) to support the MCL business model. The representative will act as a dedicated client advocate, promoting retention and satisfaction by collaborating with cross-departmental staff to analyze client feedback and enhance business processes. Responsibilities include providing technical onsite visits for growth and service recovery, managing new facility onboarding, establishing business relationships with laboratory and pathology departments, and becoming an expert in electronic ordering applications and MCL products/services. The role also requires contributing to strategic initiatives, supporting outreach, identifying opportunities to improve test utilization, and serving as a liaison between clients and MCL/DLMP subject matter experts. The representative will promote test campaigns, gather client insights, tailor interactions to client needs, and coordinate Mayo resources efficiently. Comfort in a fast-paced, ambiguous environment is essential. The role requires practicing and promoting teamwork, documenting client interactions, and adhering to Mayo Clinic and MCL policies.

Requirements

Must live within the Territory of support: Ohio & Western Pennsylvania.
2-year commitment to the role is required.
Must be comfortable working in a fast-paced ambiguous environment.

Responsibilities

Maintains multiple client accounts within a designated territory by expanding relationships within the laboratory to support MCL business model.
Acts as a dedicated client advocate to promote retention and satisfaction by driving the cross-departmental MCL staff to analyze client feedback to enhance business and operational processes.
Provides technical onsite visits to support growth and service recovery as needed.
Manages in-territory onboarding activities tailored to new facility’s needs.
Establishes business relationships with client’s various laboratory and pathology departments.
Develops an extensive understanding of each client by establishing long standing relationships and identifying key decision-makers.
Provides onsite training for electronic ordering applications and navigating MCL’s products and services.
Contributes to strategic initiatives for clients as outlined with territory, operational and business teams.
Assists and supports outreach initiatives.
Identifies and promotes opportunities to improve test utilization.
Provides education and is a liaison to the client contacts to MCL/DLMP subject matter experts.
Actively promotes test campaigns, projects and initiatives directed by Information Technology, Product Management, Marketing, and Technologist Support.
Gathers insights from clients as requested by internal work groups.
Brings value to clients by tailoring interactions and messaging to fit the client’s needs and objectives.
Remains accessible to clients and internal staff for timely response and engagement.
Coordinates the deployment of Mayo resources in an efficient and effective manner.
Escalates feedback and issues appropriately.
Practices and promotes teamwork and communication.
Documents client interactions.
Remains in good standing with all Mayo Clinic and MCL policies and procedures.