Client Manager - Laboratory Services - (HMH Annex)

Houston Methodist; Houston (TX); On-site; USD 55,000 - 65,000; Full time

Job summary

Join a forward-thinking healthcare organization as a Client Manager in Laboratory Services. In this pivotal role, you will be the primary point of contact for clients, ensuring exceptional service and satisfaction. You will lead initiatives to enhance laboratory services, collaborate with stakeholders, and optimize workflows. This position offers a unique opportunity to make a significant impact on patient care and service delivery within a dynamic team environment. If you are passionate about client relations and improving healthcare services, this is the perfect opportunity for you to shine.

Qualifications

• Minimum three years of experience in business development or client management.
• Prior experience in a clinical laboratory setting preferred.

Responsibilities

• Manage client relationships and ensure excellent customer service.
• Identify areas for improvement and implement initiatives for HMLS services.

Skills

Client Management

Business Development

Sales

Communication Skills

Analytical Skills

Education

Bachelor's Degree

Tools

Spreadsheet Software

Word Processing Software

Presentation Software

Job description

Client Manager - Laboratory Services - (HMH Annex)

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Come lead with us at Houston Methodist Specialty Physician Group

At Houston Methodist, the Client Manager Laboratory Services position is responsible for Houston Methodist Laboratory Services (HMLS) and will be the primary point of contact for HMLS' customers, including physicians, clinic staff, and practice management. The HMLS is a service line within the Houston Methodist Physician Organization that provides outpatient laboratory services for patients of Houston Methodist. The Client Manager will interact with current and future HMLS customers to disseminate information, gauge customer satisfaction, and manage client relationships to ensure excellent customer service. This position will improve the customer experience by responding to queries, resolving issues, and optimizing applicable workflows. Additionally, this position will be responsible for identifying areas for improvement, developing, and implementing initiatives aimed at enhancing HMLS services and the client experience, and collaborating on cross-functional teams.

People Essential Functions

• Meets with HMLS stakeholders (current and future) to identify areas in which HMLS can improve existing services, expand offerings, and fulfill the laboratory testing needs of Houston Methodist primary and specialty care physicians. Exercises professional discretion regarding sensitive and/or confidential issues. Employs effective communication and diplomatic skills when dealing with stakeholders.
• Collaborate and involve relevant stakeholders to address identified issues concerning service, operations, scheduling, and other related matters.
• Supports training and education of clinic staff for third-party biller patient portal utilization.
• Establish connections and hold regular meetings with individuals to enhance communication and promote educational initiatives.
  
  

Service Essential Functions

• Manages and prioritizes multiple tasks and regularly reevaluates priorities according to business needs.
• Oversees the content on customer and patient-facing websites, ensuring it remains current, relevant, and tailored to the needs of the respective stakeholders.
• Effectively communicates changes in test menu, processes, and other areas related to laboratory testing.
• Assists in problem solving and acts as a liaison to provide resolution as needed. Regularly interacts with and updates HMLS leadership and team members.
  
  

Quality/Safety Essential Functions

• Creates, distributes, and analyzes responses from customer satisfaction surveys and develops and implements action plans to address identified issues.
• Stays abreast and adheres to current Stark, HIPAA, and IRS regulations in accordance with Houston Methodist and clinical laboratory billing policies.
  
  

Finance Essential Functions

• Monitors regular reporting to meet/exceed quarterly targets.
• Identifies opportunities for cost reduction and revenue generation.
  
  

Growth/Innovation Essential Functions

• Meets with physicians and other stakeholders prior to HMLS clinic implementation to deliver effective messaging and support change management.
• Identifies opportunities to develop new business and assists with clinic implementation as assigned.
• Cultivates connections with stakeholders to enhance productive and streamlined professional interactions.
  
  

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• Bachelor's degree required
  
  

Work Experience

• Minimum three years of experience in business development, sales, or client management required. For internal candidates, experience in business development, project management, marketing, finance, clinical operations, or other related experience will count toward total years of experience
• Prior experience in clinical laboratory setting preferred
  
  

Licenses And Certifications - Required

• N/A
  
  

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Proficient in spreadsheet, word-processing, and presentation software
• Excellent verbal written and interpersonal communications skills
• Ability to professionally handle exposure to confidential/sensitive information
• Excellent analytical skills
• Ability to work effectively in team environment
  
  

Supplemental Requirements

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) No
  
  

ON-CALL*

• Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.
• On Call* No
  
  

TRAVEL**

• Travel specifications may vary by department**
• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area No
  
  

Houston Methodist is an Equal Opportunity Employer.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Hospitals and Health Care

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