Sr Client Services Coordinator

University of Massachusetts Medical School•Worcester, MA

About The Position

The Senior Client Services Coordinator, NBS serves as an experienced point of contact for customers, healthcare providers, and internal stakeholders in a clinical newborn screening laboratory. The role provides advanced client service, administrative, and operational support, while serving as a subject matter expert on customer interactions, business processes, and laboratory service operations. The position independently manages complex customer inquiries, coordinates cross-functional activities, supports process improvement initiatives, and helps ensure high-quality service and accurate execution of business and administrative processes. It requires a highly organized, customer-focused, detail-oriented professional who exercises sound judgment, manages multiple priorities with minimal supervision, and works effectively in a fast-paced healthcare environment.

Requirements

Two-year college degree or equivalent in business administration, healthcare administration, laboratory science, or a related field; or an equivalent combination of education and experience.
Three years of experience in customer service, healthcare administration, laboratory operations, or business support.
Advanced proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, with the ability to develop reports, analyze data, and create professional communications and presentations.
Exceptional written and verbal communication skills, including the ability to interact effectively with clients, healthcare professionals, public health partners, and senior internal stakeholders.
Strong organizational, analytical, and problem-solving skills, exceptional attention to detail, and the ability to identify process improvement opportunities.
Ability to exercise discretion and sound judgment when handling confidential, sensitive, and regulated information in accordance with organizational and regulatory requirements.
Ability to independently prioritize and manage multiple complex assignments, adapt to changing priorities, and work effectively in a fast-paced, deadline-driven environment with minimal supervision.

Nice To Haves

Experience in a clinical laboratory, public health laboratory, healthcare organization, or other regulated healthcare environment, with an understanding of operational and customer service requirements.
Advanced knowledge of newborn screening programs, laboratory operations, specimen workflows, testing processes, and healthcare provider interactions.
Experience with laboratory information management systems (LIMS), customer relationship management (CRM) platforms, healthcare billing systems, and other business or operational software.
Working knowledge of laboratory quality management systems, accreditation standards, and regulatory compliance requirements.
Experience analyzing operational data, customer service metrics, and workflow performance to identify trends, resolve issues, and support business process improvements.
Ability to serve as a subject matter resource for client service, administrative, or laboratory operational processes and support cross-functional initiatives in a complex healthcare environment.

Responsibilities

Serve as the senior point of contact for clients, hospitals, healthcare providers, public health partners, and internal stakeholders regarding laboratory services, testing programs, specimen status, reports, and operational matters.
Independently manage and resolve complex customer inquiries, service issues, and escalations, coordinating with laboratory, technical, and administrative teams as needed.
Coordinate communications between laboratory departments and external partners to ensure timely, accurate, and consistent follow-up.
Develop, review, and support customer communications related to testing updates, workflow changes, service enhancements, pricing notifications, and program initiatives.
Analyze customer feedback, service trends, and operational metrics to identify opportunities for process improvement and enhanced customer experience.
Support implementation of customer service best practices, standardized workflows, and continuous improvement initiatives.
Serve as a subject matter resource for department processes and customer relationships, providing guidance and support to colleagues.
Coordinate and support complex departmental projects, strategic initiatives, and operational priorities, ensuring timely execution and cross-functional collaboration.
Participate in cross-functional projects and organizational initiatives that enhance operational effectiveness, customer engagement, and business performance.
Assist with payroll processing and serve as department timekeeper for Kronos, as needed.
Support processing personnel action and other human resource-related forms.
Support hiring managers with recruitment and hiring administration, including interview scheduling and submission of candidate evaluation forms.
Coordinate and perform complex administrative tasks requiring independent action and prioritization.
Prepare correspondence, memoranda, and reports.
Perform data entry, generate reports, and organize collected data in spreadsheets.
Record, prepare, and distribute meeting minutes.
Arrange travel logistics, coordinate schedules, complete travel advance and authorization forms as needed, and maintain travel records.
Assist with processing and tracking invoices, payments, requisitions, and expense reimbursements.
Answer phones, screen calls, provide information, and respond to questions.
Manage designated calendars and schedule or arrange conferences, meetings, interviews, appointments, and similar activities.
Review, sort, and file materials; establish and maintain filing systems; and provide information as needed.
Order and maintain office and department supplies.
Open, review, and distribute incoming mail, identifying priority mail and routing it appropriately.
Answer routine correspondence.
Perform other duties as required.