Clinic Partner Success Specialist

BioInnovation Labs LLC; Irvine (CA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Unlimited PTO

Parental Leave

L&D Budget

Employee stock options

Job summary

Acorn Biolabs in Irvine is seeking a Partner Support Specialist to act as the trusted operational partner for partner clinics, ensuring seamless, proactive, and memorable interactions. You will connect clinics with laboratory, operations, logistics, and commercial teams to maintain timely information and outstanding support.

The role emphasizes client obsession, problem solving, and creating long-term relationships while enabling smooth onboarding and ongoing operations across the patient

Qualifications

• 2–5 years of experience in Customer Success, Customer Experience, Client Services, Account Coordination, Healthcare Operations, or related field.
• Outstanding written and verbal communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced, high-growth environment.
• Highly proactive with a strong sense of ownership and accountability.
• Passion for delivering exceptional customer experiences.

Responsibilities

• Serve as the primary day-to-day point of contact for assigned partner clinics.
• Build trusted relationships through responsive, proactive, and professional communication.
• Ensure every clinic interaction reflects Acorn's commitment to quality and service excellence.
• Resolve customer issues quickly while maintaining a positive customer experience.
• Support new clinic onboarding and ensure smooth onboarding to ongoing operations.
• Coordinate with internal teams to ensure timely sample processing, product fulfillment, shipping, and follow-up.
• Keep clinics informed throughout the lifecycle of their patients' orders.
• Identify opportunities to improve clinic engagement and utilization.
• Partner closely with Laboratory Operations, Clinical Affairs, Logistics, Marketing, Finance, and Sales.
• Coordinate internal resources to meet customer needs efficiently.
• Escalate issues appropriately while driving timely resolution.
• Maintain CRM records and customer communications.
• Assist with patient education and interactions via phone, email, and virtual channels.
• Welcome patients visiting the Irvine laboratory and provide a professional experience.
• Become trained in Acorn's collection procedures and assist patient collections as required.
• Represent Acorn at patient events and initiatives.
• Help develop scalable customer experience processes as Acorn grows.

Skills

Customer Success

Healthcare Operations

Account Coordination

Communication

Tools

HubSpot

Salesforce

Job description

Acorn Biolabs in Irvine is seeking a Partner Support Specialist to act as the trusted operational partner for partner clinics, ensuring seamless, proactive, and memorable interactions. You will connect clinics with laboratory, operations, logistics, and commercial teams to maintain timely information and outstanding support.

The role emphasizes client obsession, problem solving, and creating long-term relationships while enabling smooth onboarding and ongoing operations across the patient