Associate Account Manager

About the role

Trilab Health is seeking an experienced and highly organized Associate Account Manager to support our Sales & Marketing team by serving as the operational liaison between clients, laboratory departments, logistics, and commercial operations.

Responsibilities

• Serve as the primary operational contact for assigned provider accounts.
• Build and maintain strong relationships with physicians, practice managers, treatment centers, and healthcare organizations.
• Support new client onboarding and ensure seamless implementation of laboratory services.
• Conduct account check-ins and proactively identify opportunities to improve client satisfaction.
• Cook up resolution of client concerns and ensure timely follow-up.
• Aid the sales team with account retention and customer engagement initiatives.
• Utilize Orchard Harvest™ Laboratory Information System to support client account setup and maintenance.
• Create, maintain, and update provider profiles, collection sites, test menus, client information, and reporting preferences.
• Troubleshoot basic Orchard workflow and account-related issues while coordinating with IT and laboratory departments when necessary.
• Monitor specimen workflow, order status, and reporting accuracy.
• Support connectivity projects including EMR/EHR integrations and electronic reporting initiatives.
• Partner with Business Development Representatives and Sales Leadership to facilitate successful client implementations.
• Aid in preparing client presentations, proposals, onboarding materials, and operational documentation.
• Coordinate communication between laboratory departments and commercial teams.
• Support contract implementation and service transitions.
• Maintain accurate CRM and account documentation.
• Collaborate with Logistics, Accessioning, Molecular, Toxicology, General Chemistry, Billing, and Customer Service teams to ensure efficient service delivery.
• Cook up courier logistics, specimen collection supplies, and client inventory requests.
• Track service issues and work with internal departments to implement corrective actions.
• Monitor turnaround times and client performance metrics.
• Participate in process improvement initiatives to enhance operational efficiency.
• Prepare account performance reports and client utilization summaries.
• Analyze laboratory activity and identify trends affecting client satisfaction.
• Monitor service KPIs, turnaround times, specimen volumes, and operational metrics.
• Maintain accurate documentation of client interactions and operational updates.

Requirements

• Bachelor's degree in Healthcare Administration, Business, Life Sciences, Marketing, or a related field (or equivalent experience).
• Minimum 2 years of experience in a clinical laboratory, healthcare organization, or laboratory operations environment.
• Working knowledge of Orchard Harvest Laboratory Information System (LIS).
• Understanding of laboratory workflows including specimen collection, accessioning, testing, reporting, and client services.
• Excellent customer service and relationship management skills.
• Strong organizational and project management abilities.
• Exceptional written and verbal communication skills.
• Advanced proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Experience supporting physician offices, treatment centers, hospitals, or reference laboratories.
• Experience with CRM platforms.
• Knowledge of CLIA, COLA, HIPAA, and laboratory regulatory requirements.
• Experience supporting laboratory implementations or client onboarding projects.
• Familiarity with EMR/EHR integrations and electronic laboratory reporting.

Qualifications

• Client Relationship Management
• Account Coordination
• Orchard Harvest LIS
• Healthcare Operations
• Laboratory Workflow Knowledge
• Project Coordination
• Process Improvement
• Problem Solving
• Communication & Presentation
• Cross-Functional Collaboration
• Time Management
• Attention to Detail

Skills

• Ability to work in an office and laboratory environment.
• Occasional travel to client locations throughout the Chicagoland area.
• Ability to sit, stand, and use a computer for extended periods.
• Ability to lift up to 20 pounds when handling marketing materials or laboratory supplies.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k)
• Paid Time Off
• Paid Holidays
• Professional Development Opportunities
• Career Advancement Opportunities

Pay

$50,000 annually

Schedule

Full-Time, Exempt