Position Title: Client Relations Supervisor

Effective Date: 09/24/2024

Reports To: Manager or Director

Position status: Exempt Full-Time

Primary Function:

The Client Relations Supervisor oversees a team of Client Relations Specialists and supports Account Managers in maintaining strong client relationships and ensuring exceptional customer service. This role is crucial in assisting Account Managers with client support, retention, and achieving sales and profitability objectives. As the key liaison between the Business Development and Sales Operations - Client Relations unit and other departments, the Supervisor promotes seamless collaboration across the organization. Responsibilities include managing clients, physician office staff, sales representative, and patient interactions, both in person and via phone.

Essential Duties and Responsibilities:

• Lead Client Relations Specialists team, providing guidance, support, and performance feedback to enhance team effectiveness.
• Actively participate in the client relations workload by handling client calls and inquiries as needed, balancing these responsibilities with supervisory duties to ensure team success and client satisfaction.
• Provide comprehensive support to Account Managers in all client relation activities, ensuring smooth client interactions.
• Establish strong working relationships with Account Managers to understand current client challenges, expectations and workflows and relay those to operations.
• Generate and maintain data-driven reports, including account forecasts, performance summaries, and client activity reports, to assist the client relations team in decision-making.
• Review client data alongside Account Managers, conduct training and product demonstrations and presentations as needed.
• Serve as a liaison between Business Development and Sales Operations - Client Relations and other business units to address client needs promptly and efficiently.
• Improve Internal Communication Channels through regular sync meetings and standardized templates and processes for reporting client issues and successes.
• Develop client success metrics to define what success looks like for clients and align with KPIs with the overall business goals.
• Aggregate and document client product and service requests, maintaining accurate records to assist Account Managers.
• Support marketing activities, such as creating PowerPoint presentations and handling ad-hoc requests.
• Coordinate with logistics, lab production and other support functions to ensure smooth client service delivery.
• Complete tasks requested by Account Managers related to specific client needs, ensuring timely and effective execution.
• Enhance onboarding processes by working with Account Managers to refine the client onboarding experience and ensure that clients are receiving the training, support and resources they need early on.

Skills, Knowledge, Abilities:

Mental Abilities and Skills Requirements-

• Active Listening & Communication: Pays full attention, asks questions, and communicates clearly both verbally and in writing.

• Empathy & Awareness: Understands others’ reactions and emotions, offering help proactively.

• Critical Thinking: Quickly grasps new information and applies it to problem-solving and decision-making.

• Prioritization: Manages tasks efficiently, even with frequent interruptions, while maintaining attention to detail.

• Reliability: Consistently meets deadlines and attends work regularly.

Knowledge Needed:

• Customer Service Expertise: Understanding of customer needs assessment, service quality standards, and evaluation of satisfaction levels.
• Proficient in English: Excellent command of language rules to ensure clear and effective communication.
• Microsoft Office Skills: Skilled in Excel, Word, and Outlook for reporting and effective communication.
• CRM Experience: Familiarity with CRM platforms is required, preferably HubSpot, for managing client information and tracking interactions.
• LIS Software Proficiency: Experience with Laboratory Information Systems (LIS).
• Project Management Tools: Knowledge of project management software, preferably Monday.com.

Education and Certification:

Education/Experience Requirements:

• High School Diploma with minimum 3-5 years of experience in clinical/laboratory customer service position required.
• Associates or Bachelor’s degree preferred.

Certifications-

• N/A

Physical Requirements:

• Must be able to sit or stand for up to 8 hours per day.
• Occasionally required to lift up to 20 lbs.
• Regularly required to sit, stand, bend, reach and move about facilities.

Work Environment:

VANCOUVER OFFICE - Most work will be performed in a lab. Some hours will be spent on office work assignments. However, this position may require some traveling and working between locations. Workweeks usually consist of 40-50 hours.

Office Environment:

• Several common areas and meeting rooms for collaboration.
• Large windows which let in natural light during working hours.
• Fully equipped break room and bathrooms.

Lab Environment:

• Noise levels vary based on flow of business.
• Most floors are tile or concrete - individuals may stand for extended periods of time on these surfaces.

Tools and Technology:

• Desktop computer and laptop
• Scanners and printers

Hazards:

• Work is performed in BSL-2 labs and an office environment. Therefore, full manual dexterity and visual acuity required. Employee may be exposed to potential physical harm from hazardous chemicals, infectious diseases, bloodborne pathogens, toxic materials, toxic gases, electrical hazards, dangerous tools, and equipment.
• Hep B Vaccination provided at no cost to employee.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Molecular Testing Labs embrace diversity and is an Equal Opportunity Employer, and hire without regard to any individual's race, age, color, national origin, ancestry, disability, veteran status, religion, marital status or domestic partnership; pregnancy, childbirth or related medical conditions; other medical conditions or genetic characteristic; sexual orientation, gender, gender identity or transgender status; or any other basis protected by state, federal or local law, regulation or ordinance. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Molecular Testing Labs provides reasonable accommodation upon job seeker request in all steps of the employment process.

We are looking for a seasoned Client Relations Supervisor. Prior experience in the Healthcare field is highly preferred.