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Careers

Client Relations Specialist

Position Overview:
The Client Relations Specialist position refers to practices, strategies and technologies that Innovative Diagnostic Laboratory, LLP (IDL) uses to manage and review client interactions, with the goal of improving business relationships with clients, enhancing customer retention and driving sales growth. Client Relations requires the ability to effectively communicate with clients, promptly address questions and view inquiries as opportunities to improve relationships and brand loyalty.

Required Education, Skills and Experience:
• High School Diploma or equivalent and 2-5 years of expereince in the field or in a related area
• Prior client relations experience
• Prior sales or account management experience
• Display critical thinking ability
• Proactive in phone and email communications
• Maintain call completion records for follow up as necessary
• Work as quality assurance for the team
• Ability to communicate effectively, multi-task and work under pressure
• Require attention to detail and a commitment to achieving consistent customer satisfaction
• Possess a working knowledge of computers and Microsoft Office products
• Ability to thrive in a team environment as well as work independently with efficiency, accuracy and professionalism
• Proficient in administrative and documentation procesdures
• Strong organizational skills; must be able to handle multiple priorities, demonstrate flexibility with required change
• Ability to uphold HIPAA compliance
• Regular office attendance is essential

Preferred Education, Skills and Experience:
• Bachelor’s degree
• Laboratory experience
• Educational background in chemical or biological sciences or healthcare administration

Essential Functions/Responsibilities (other duties may be assigned):
The Client Relations Specialist is the primary point of contact for clients, patients, and the sales team and works to ensure proper onboarding of accounts, retention of these accounts, and to help generate new business.

Enrollment
• Manage inbound contact center calls related to all general inquiries about the company, our services, current client listings, sales leads and billing questions
• Handle phone calls, emails and web inquiries from physicians & patients
• Send appropriate emails and materials in response to each inquiry
• Send New Account Forms (NAF) & enrollment information to practices who have expressed interest in our tests
• Follow up with practices ensuring they are enrolled and help answer any questions
• Communicate with patients who want their physician to enroll in and order IDL tests
• Answer questions on pricing and billing policies
Enrolled Accounts
• Guide physicians and staff on ordering supplies, sending specimens, etc.
• Handle all supply order requests and work closely with Logistics to monitor incoming volumes
• Schedule on call and standing specimen pick-up requests
• Accept payment for samples through online credit card system
• Manage requests for lab reports, adding test orders, and cancellations
• Place outbound calls to retrieve missing information and follow up on escalated issues related to specimen orders
• Monitor and send regular follow up messages to accounts that have been enrolled
• Track practice sample order history and following up with accounts as necessary
• Work with internal departments towards problem discovery and resolution including Pre-Analytics, Logistics, Quality Assurance, and Compliance within IDL
• Document HIPAA violations and entering Quality Incident Reports
New & Current Business
• Send approved marketing pieces, news, notices, announcements, etc. to existing practices
• Work with the marketing team to help create outreach campaigns based on client needs
• Maintain and update customer databases with information that can support Client Relations Management actions, campaigns and programs
• Perform basic research on potential new practices
• Pursue client outreach initiatives for specific products and maintains a log of these accounts
• Research local and national opportunities for exposure
• Maintain all client relations specific forms and documents (i.e. checklists and reference materials)

Please forward resume to hr@myinnovativelab.com

Client Relations Manager

Position Overview:
The Client Relations Manager is responsible for all aspects of the Client Relations Team including improving business relationship with clients, enhancing customer retention and driving sales growth. The Client Relations Manager is also responsible for identifying opportunities to secure new clients, building relationships with clients, promptly addressing questions and viewing inquiries as opportunities to improve relationships and brand loyalty.

Required Education, Skills and Experience:
• 5 years of customer service experience
• 3-5 years of supervisory and sales experience
• At least one year of laboratory experience
• Proficient in sales and data analysis
• Critical thinking, persistence, effective listening, proactive planning, good judgment, strong decision-making, and effective problem solving skills
• Ability to provide training and to mentor team members on delivering superior customer service
• Effective communication skills, ability to multi-task and work well under pressure
• Attention to detail and strong organizational skills
• Highly proficient in Microsoft Office products
• Ability to thrive in a team environment as well as work independently with efficiency, accuracy and professionalism
• Flexibility and ability to quickly adapt to workplace changes
• Ability to uphold HIPAA compliance
• Maintain consistent and regular attendance (i.e., office attendance is essential to this position)

Preferred Education, Skills and Experience:
• Bachelor’s degree
• Educational background in chemical or biological sciences or healthcare administration

Essential Functions/Responsibilities (other duties may be assigned):
• Set priorities for the team and ensure tasks are completed and performance goals are met
• Work closely with the team when handling phone calls, emails and web inquiries from physicians
• Follow up with staff to ensure appropriate e-mails, responses and forms are provided after receiving inquiries about our tests
• Monitor staff to ensure contact is initiated with physicians/practices who have expressed an interest in our tests but have not enrolled or that have not completed the enrollment forms correctly
• Ensure staff is communicating with physicians/practices of patients who want their physician to enroll in and order IDL tests
• Explain test results to patients
• Answer questions on pricing and billing policies
• Ensure team is familiar with and able to answer general questions about our tests
• Encourage staff to take initiative and find answers to questions as expeditiously as possible
• Provide guidance to team and physicians on ordering supplies, sending specimens, etc.
• Evaluate workflow and identify opportunities for improvement
• Monitor, create and review reports involving outbound and inbound calls
• Create reports that track and measure productivity
• Monitor performance and attendance of staff
• Provide coaching and development of team members
• Ensure team members are cross-trained in other departments
• Implement new processes and procedures and complete special projects as needed

Innovative Diagnostic Laboratory, LLP is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to gender, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status protected by applicable national, federal, state or local law.

Please forward resume to hr@myinnovativelab.com