Clinic Account Representative

Abbott Laboratories; Kansas City (MO); On-site; USD 31,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Tuition reimbursement

Job summary

Abbott is seeking a Clinical Account Representative in the Toxicology division, based in Kansas City, MO. This onsite role focuses on building and supporting relationships with occupational health clinic partners across a designated territory to drive engagement and growth.

You will resolve operational issues, manage escalations, and coordinate with internal teams to ensure timely solutions, while promoting eScreen products through ongoing education and training coordination.

Qualifications

• Associate degree or equivalent combination of education and experience.
• 2+ years of professional experience in customer service, account management, client services, sales support, or customer success.
• Experience managing customer relationships through phone and email communication.
• Experience handling multiple customer issues, requests, or accounts simultaneously while maintaining accuracy and follow-through.
• Proficiency using Microsoft Office applications, including Excel.
• Ability to organize, prioritize, and document customer interactions and issue resolution activities.

Responsibilities

• Manage a portfolio of clinic network partners and serve as a primary point of contact for account support and issue resolution.
• Build relationships with clinic customers to strengthen engagement and support territory revenue growth.
• Investigate and resolve account concerns, service issues, and escalations while coordinating with internal teams to drive timely resolution.
• Review utilization and productivity data to identify trends, opportunities, and areas requiring additional support.
• Promote eScreen products and services through consultative customer interactions and ongoing education.
• Partner with training and regional management teams to support clinic onboarding, implementation activities, and post-training follow-up.
• Support product launches by coordinating outreach, ensuring readiness, and monitoring adoption and utilization.
• Document account activity, outreach, complaints, and resolutions within CRM systems.
• Maintain accurate clinic demographic and account information across multiple systems and platforms.
• Collaborate with customer service, clinic solutions, occupational health, national accounts, and quality teams to support customer success.
• Generate recurring and ad hoc reports for leadership and clinic partners.
• Support special projects and operational initiatives within the clinic network as assigned.

Skills

Customer service

Account management

Phone & email communication

Relationship building

Issue resolution

Microsoft Excel

CRM usage

Education

Associate degree

Bachelor’s degree (preferred)

Tools

Salesforce

Zendesk

Excel

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 122,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

We have an opportunity for the role of Clinical Account Representative within our Toxicology division based out of Kansas City, MO and this is an onsite role.

Our Toxicology business delivers occupational health and substance abuse screening solutions that help employers, laboratories, clinics, and government agencies make informed decisions while supporting safe and productive workplaces.

As the Clinical Account Representative, you’ll have the chance to build and support relationships with occupational health clinic partners across a designated territory. You will help drive clinic engagement, resolve operational issues, and support growth within the eScreen clinic network.

What You’ll Work On

• Manage a portfolio of clinic network partners and serve as a primary point of contact for account support and issue resolution.
• Build relationships with clinic customers to strengthen engagement and support territory revenue growth.
• Investigate and resolve account concerns, service issues, and escalations while coordinating with internal teams to drive timely resolution.
• Review utilization and productivity data to identify trends, opportunities, and areas requiring additional support.
• Promote eScreen products and services through consultative customer interactions and ongoing education.
• Partner with training and regional management teams to support clinic onboarding, implementation activities, and post-training follow-up.
• Support product launches by coordinating outreach, ensuring readiness, and monitoring adoption and utilization.
• Document account activity, outreach, complaints, and resolutions within CRM systems.
• Maintain accurate clinic demographic and account information across multiple systems and platforms.
• Collaborate with customer service, clinic solutions, occupational health, national accounts, and quality teams to support customer success.
• Generate recurring and ad hoc reports for leadership and clinic partners.
• Support special projects and operational initiatives within the clinic network as assigned.

Required Qualifications

• Associate degree or equivalent combination of education and experience.
• 2+ years of professional experience in customer service, account management, client services, sales support, or customer success.
• Experience managing customer relationships through phone and email communication.
• Experience handling multiple customer issues, requests, or accounts simultaneously while maintaining accuracy and follow-through.
• Proficiency using Microsoft Office applications, including Excel.
• Ability to organize, prioritize, and document customer interactions and issue resolution activities.

Preferred Qualifications

• Bachelor's degree in Business, Communications, or a related field.
• Experience supporting customers in healthcare, occupational health, diagnostics, laboratory services, or other regulated environments.
• Experience working with CRM platforms such as Salesforce and customer support systems such as Zendesk.
• Experience analyzing account activity, utilization, or performance data to identify opportunities and trends.
• Experience supporting customer onboarding, training coordination, or implementation activities.
• Familiarity with eScreen products, services, or occupational health testing programs.
• Experience managing escalations, service recovery situations, or cross-functional issue resolution.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: https://abbottbenefits.com/

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at abbott.com, on LinkedIn at https://www.linkedin.com/company/abbott-/, and on Facebook at https://www.facebook.com/AbbottCareers.

The base pay for this position is $22.50 – $45.00 per hour. In specific locations, the pay range may vary from the range posted.