Client Services Manager

Job Functions, Duties, Responsibilities And Position Qualifications

• Multi-tasking is your middle name.
• You’ve got great typing skills, a passion for solving problems, and a way of explaining things that helps people feel valued.
• You’re also looking for great benefits, the support of an all-star team, and an opportunity to grow your career.
• Join our team of #HealthcareHeroes!
• Our mission is to advance the health and wellbeing of our communities as a leader in clinical laboratory solutions.
• Quality is in our DNA -- is it in yours?

About the role

• Location: Knoxville, TN
• Days: Monday - Friday
• Hours: 8am-5pm
• Full-time: Benefit Eligible

Responsibilities

• Manage/Lead the Client Services Team through field visits, site visits, problem solving, and acting as a liaison to laboratory management and operations.
• Train Client Service Representatives in accepted client service processes to maintain customer satisfaction and grow sales.
• Manage customer relationship functions through reports and evaluation.
• Generate additional business for the company through site visits and consultation with clients to increase market share of existing products and services.
• Be an effective communicator, value teamwork and being part of a team.
• Have a track record of accountability and be results oriented.
• Strong listening and interpersonal skills with the ability to build rapport.
• Work closely with the Sales Team to provide timely, professional and courteous service to all AEL customers.
• Analyze data and interpret sales and test volume trends.
• Provide consistent touchpoints with the Client Services Team to include phone, email, meetings and one-on-one field visits.
• Ensure the Client Services Team provides timely and accurate sales forecasts, activity, account updates, and reports via CRM system.
• Interface with Regional Directors and Operations Managers to solve customer issues and develop plans and strategies for customer success.
• Participate in workgroups with various internal departments for efficiency gains and problem/payer resolution.
• Provide leadership and development to Client Service Representatives.
• Facilitate development of team building, foster trust and respect, manage conflict resolution and maintain positive morale.

Position Qualifications

• BS/BA degree or equivalent preferred.
• Strong background with related work experience will be considered.
• Minimum of 1-2 years in client services/customer service; Laboratory or medical billing preferred.
• Must demonstrate an ability to work as part of team with good problem resolution skills and flexibility.
• The ability to communicate effectively, orally and written.
• Time management, analytical thinking, and computer skills are a must.
• Candidates must have a valid driver’s license and must be able to meet insurance company requirements.