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
  • At least 3-5 years of supervisory and sales 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
  • Medical laboratory experience

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
  • 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
  • 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 submit resumes to hr@myinnovativelab.com.