Regional Service Representative - Illinois and Indiana Territory

Mayo Clinic•Rochester, MN

7d•Onsite

About The Position

Maintains multiple client accounts within a designated territory (Illinois and Indiana) by expanding relationships within the laboratory to support the MCL business model. Serves as a dedicated client advocate to promote retention and satisfaction by driving cross-departmental MCL staff to analyze client feedback and 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 needs. Establishes business relationships with clients' various laboratory and pathology departments. Develops an extensive understanding of each client by establishing long-standing relationships and identifying key decision-makers. Acts as an onsite training expert 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 acts as a liaison between client contacts and 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 client needs and objectives. Remains accessible to clients and internal staff for timely response and engagement. The RSR should coordinate the deployment of Mayo resources efficiently and effectively, while escalating feedback and issues appropriately. Must be comfortable working in a fast-paced, ambiguous environment. Practices and promotes teamwork and communication. Documents client interactions and remains in good standing with all Mayo Clinic and MCL policies and procedures. A 2-year commitment to the role is required.

Requirements

Bachelor's degree in business or science.
5 years of clinical laboratory experience in a hospital setting.
Valid driver's license and a good driving record.
Ability to travel extensively on all forms of major public transportation.
Must live within the Territory of support (Illinois and Indiana).
2-year commitment to the role is required.
Must be adaptable, flexible, creative, dependable, responsible and able to perform well within multifunctional environments.
Customer focused.
Ability to manage several projects or tasks simultaneously.
Ability to exercise appropriate judgment when prioritizing projects.
Decision making and problem-solving ability.
Ability to function and work in a diverse work environment.
Ability to offer assistance and provide direction to clients in a concise, sensitive, and professional manner, keeping a positive and courteous tone.

Nice To Haves

Master’s degree.
Accreditation by a national agency (MT, CLS, MLS, MB, CG, MP or HTL).
Leadership experience.
Management experience.
Outreach experience.

Responsibilities

Maintains multiple client accounts within a designated territory.
Expands relationships within the laboratory to support MCL business model.
Serves as a dedicated client advocate to promote retention and satisfaction.
Drives cross-departmental MCL staff to analyze client feedback to enhance business and operational processes.
Provides technical onsite visits to support growth and service recovery.
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.
Acts as an onsite training expert 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 acts as 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.
Documents client interactions.
Remains in good standing with all Mayo Clinic and MCL policies and procedures.