Senior Client Services & Lab Operations Coordinator

University of Massachusetts Medical School; Worcester (MA); On-site; USD 60,000 - 85,000; Full time

Job summary

University of Massachusetts Medical School seeks a Senior Client Services Coordinator, NBS to act as a premier point of contact for clients, providers, and internal teams. This role ensures high-quality service, manages complex inquiries, and supports cross-functional workflows within a fast-paced clinical lab environment.

The ideal candidate brings extensive customer service experience, strong communication skills, and meticulous attention to detail.

Qualifications

• 2-year college degree or equivalent in business administration, healthcare administration, laboratory science, or related field
• 3 years of experience in customer service, healthcare administration, laboratory operations, or business support
• Advanced proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, with ability to develop reports and presentations
• Exceptional written and verbal communication skills with clients, healthcare professionals, and internal stakeholders
• Strong organizational, analytical, and problem-solving skills with attention to detail
• Discretion handling confidential, sensitive, and regulated information
• Ability to independently prioritize and manage multiple complex assignments in a fast-paced environment

Responsibilities

• Serve as the senior point of contact for clients, hospitals, healthcare providers, public health partners, and internal stakeholders regarding laboratory services and operations
• Independently manage and resolve complex customer inquiries, service issues, and escalations
• Coordinate communications between laboratory departments and external partners for timely follow-up
• Develop and review customer communications about testing updates, workflow changes, and pricing notifications
• Analyze feedback and metrics to identify opportunities for process improvement
• Support standardized workflows and continuous improvement initiatives to boost efficiency and service quality
• Provide guidance on department processes and customer relationships to colleagues
• Coordinate complex departmental projects and ensure timely delivery across teams
• Participate in cross-functional projects to enhance operational effectiveness and customer engagement
• Assist with payroll processing and Kronos timekeeping as needed
• Support HR-related forms and recruitment tasks for hiring managers
• Handle travel logistics, conferences, meetings, and scheduling
• Prepare correspondence, meetings minutes, and reports; maintain filing systems
• Perform data entry and organize data into spreadsheets for reporting
• Order and maintain office supplies and manage mail distributions
• Other duties as required by the department

Skills

Advanced MS Office

Customer service excellence

Communication skills

Analytical skills

Prioritization

Education

Associate degree in Business Administration / Healthcare Administration

Tools

LIMS

CRM platforms

Microsoft Office

Job description

University of Massachusetts Medical School seeks a Senior Client Services Coordinator, NBS to act as a premier point of contact for clients, providers, and internal teams. This role ensures high-quality service, manages complex inquiries, and supports cross-functional workflows within a fast-paced clinical lab environment.

The ideal candidate brings extensive customer service experience, strong communication skills, and meticulous attention to detail.