Support the organization's mission, vision, and values by exhibiting an ongoing commitment to the highest standards in all phases of laboratory operations. Assume service-oriented attitude to gain a sense of pride and accomplishment. Accepts the team approach with dedication and commitment towards all work performed.
This is a key corporate management position within Interpath Laboratory, responsible for the managment of our outside client services staff, helping maintain existing business with current clients, growing business relationships with current clients and assisting in bringing new clients on board. This position is also directly involved with both our sales and marketing teams. Through the outside client services staff, the Outside Client Services Manager will help our clients to better understand the full potential of our products and act as a liaison between the client, our internal operations and customer service. The Outside Client Services Manager is responsible for collaborating with different work groups and departments to improve customer support programs and enhance customer satisfaction.
Traits: Outgoing, organized, disciplined, high energy, big picture perspective, self-motivated, intuitive, stable, self-confident, accountable,responsible, dependable, high level of integrity, ethical, positive attitude, creative leader, presents well, teacher, coach, motivator, comprehensive product knowledge, values communication.
Skills: A revenue mindset is a key to success in this position. Proficient use of Microsoft Office products. Ability to adapt to, embrace and require use of our CRM software. Must be able to understand and use productively other business specific software as required and desired by the corporation. Ability to successfully coach and manage widely distributed staff of outside client service representatives. Must be able to communicate effectively with internal management and corporate stakeholders.
Education: Bachelor's degree, or equivalent combination of education and experience.
Experience: 5-10 years of progressive experience in outside client service management, sales management, or marketing management. Exposure to healthcare and clinical/anatomic laboratory experience preferred.
Direct and manage the Outside Client Service Representatives of the organization.
Management responsibilities to include the following: recruiting, hiring, retention and turnover management, hours/overtime management, policy compliance, productivity management, quality control, evaluations, discipline/corrective action and training/development.
Oversee the maintenance and growth of the organization’s relationship with existing clients. Increase annual revenue by upselling tests and services in each outside client services territory.
Develop and implement a defined account development and management process that includes ongoing needs analysis and the identification of services that meet each client’s specific needs.
Network and market new services within defined target markets. Create opportunities for future business. Develop and maintain relationships with key decision makers.
Ensure complete and thorough documentation of all outside client service representative interaction with clients in the CRM. Ensure that the CRM is also being used to plan client visits, document and solve issues, identify client needs, schedule future client appointments and to monitor client satisfaction throughout the organization.
Work closely with the organization’s management team, laboratory employees and client service representatives on developing new and changing current services, polices, processes and products. Represent the face of the client in the decision making processes involved.
Coordinate with and inform corporate management (CEO, Marketing, Corporate Operations, Business Development, Sales Management and Billing Management) all significant regional changes, trends, etc.
Foster an atmosphere of continual personal and corporate process improvement through the use of quality management tools and metrics.
Continual recruiting process, hiring as needed, utilizing all corporate “Human Resource” policies and procedures to establish the appropriate outside client services team in each territory.
Develop an outside client services training process that contains specific tasks, actions and behaviors which include an evaluation of comprehension and retention of training concepts.
Further educate and train with consistent follow-up on a regular basis to determine understanding and comprehension with all elements of outside client service duties, including but not limited to LIS, CRM, SharePoint, phones, laptops, I-Web, marketing brochures, service manuals, new client build processes, etc.
Develop and maintain performance benchmarks to measure the success of outside client service representatives efforts, including but not limited to productivity, quality, growth and retention.
Develop and implement an education program that communicates all of the company’s clinical and anatomic laboratory products to be used by each Outside Client Services Representative.
Complete timely personnel performance evaluations on an annual basis for all staff managed.
Establish and manage monthly, quarterly, and annual up sale goals for each outside client services representative.
Evaluate and report all outside client services metrics for each outside client services territory and outside client services person on a monthly basis.
Through use of existing and newly created outside client services management tools (CRM), review weekly all outside client services activities and performance of all outside client services staff.
Monitor outside client services call activities on a weekly basis: new account builds, number of accounts called on, missing information in CRM etc.
Frequent (no less than monthly) meeting with Corporate Operations Manager sharing pertinent and significant outside client services activities in all areas managed.
Frequent (no less than monthly) outside client services meetings with all outside client services staff (either by phone or in person) covering the following areas: continuing education for existing lab service offered by corporation, new products and services being offered, general information reports and issues by territory, etc.
Meet with Corporate Operations Manager, Information Technology Managers and EMR Coordinator(s) on the priority and progress of all EMR and other outside client services related IT projects as needed.
Scheduled weekly in person interactions or phone conversations with each outside client service representative to go over their numbers and discuss/develop strategy on a client by client basis.
Perform regular (weekly) “ride-alongs” with outside client service representative as a means to evaluate and coach on outside client services techniques and application of corporate outside client services strategies and execution of individual prospective client plans.
Coordinate and lead monthly outside client services meeting to include input (presentations) from all clinical and anatomic departments and operational departments.
On a quarterly basis list, define and communicate the needs, projects, and operational deficiencies, including new services/products needed by outside client services to increase the test and revenue volume of the corporation. These quarterly lists will be reported to the following departments: Operations, Information Technology, Human Resources, Marketing, Courier, Business Office, Business Development and CEO.
Quarterly presentation to clinical and anatomic staff to review the goals, expectations and progress of the corporation from an outside client services perspective.
Identify and report market trends in clinical laboratory and anatomic pathology sectors to corporate management.
Collect and report on a quarterly basis specific market data to the corporate management team and/or CEO by mining CRM data, and outside client services call data, etc.
Require all intelligence about our competitors to be documented in CRM.
Provide input regarding space, lease terms, and staffing based on observed needs for any prospective or existing clients.
Participate in the development of bench mark criteria for establishing the levels of service which will be delivered to current and future clients. These criteria include, but are not limited to, rent of physical space, electronic interfaces, courier services, locating of phlebotomy (specimen collection) and patient service centers.
Consult on troubled accounts.
Interact with key potential accounts on a regular basis in addition to outside client services representative activities.
Convey to operations TAT expectations in each particular market.
Participate in new Site Start up meetings and processes.
Assure that new clients are set up correctly and all subsequent client service processes/functions are accomplished.
Assure that outside client service representatives are monitoring and communicating with new clients during the commission period.
Actively evaluate and monitor all expense categories (especially personnel and associated expenses) on a monthly basis and reduce all unnecessary expenses wherever possible.
Communicate billing issues in particular markets or with certain clients and suggest solutions.
Consult with Marketing and Operations on requisitions, logos, signage, web site, etc.
Two (2) ongoing IQ projects at all times.
Ensure safe operation of company vehicles in accordance with company policies and applicable public rules and regulations.
Maintain confidentiality of clients, patients, and corporate information at all times and require the same of all staff supervised (outside client services).
Understand and adhere to HIPAA policies, procedures and regulations to assure patient confidentiality.
This position may involve exposure to blood, body fluids and/or tissues. All employees performing these duties are offered the opportunity to receive the Hepatitis-B vaccination series.