Client Manager - Laboratory Services - (HMH Annex)

Houston Methodist; Houston (TX); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Client Manager for Laboratory Services to enhance customer experience and manage client relationships. This role involves collaborating with stakeholders, resolving issues, and optimizing workflows to ensure the highest level of service. The ideal candidate will have a strong background in client management and business development, with a focus on improving laboratory services for healthcare professionals. Join a dynamic team committed to delivering exceptional service and making a positive impact in the healthcare sector.

Qualifications

• 3+ years of experience in business development or client management.
• Bachelor's degree required.

Responsibilities

• Manage client relationships and ensure excellent customer service.
• Identify areas for improvement and develop initiatives to enhance services.

Skills

Client Management

Communication Skills

Problem Solving

Business Development

Stakeholder Engagement

Education

Bachelor's Degree

Job description

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.