Senior Client Services Lead - Healthcare Lab Ops

UMass Chan Medical School; Worcester (MA); On-site; USD 60,000 - 85,000; Full time

Job summary

University of Massachusetts Chan Medical School is seeking a Senior Client Services Coordinator within the newborn screening lab. The role provides advanced client service and administrative support, acting as a subject matter expert for customer interactions and laboratory operations.

The ideal candidate is highly organized, customer-focused, and capable of managing multiple priorities in a fast-paced healthcare environment, with strong knowledge of laboratory operations and service practices.

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, especially Excel, Word, PowerPoint, and Outlook.
• Excellent written and verbal communication skills with clients, healthcare professionals, and internal stakeholders.
• Strong organizational, analytical, and problem-solving skills with attention to detail.

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 inquiries, issues, and escalations across teams.
• Lead coordination between laboratory departments and external partners for timely follow-up on requests.
• Develop and support customer communications about testing updates, workflow changes, and pricing notifications.
• Analyze feedback and operational metrics to identify opportunities for improvement.
• Support implementation of standardized workflows and continuous improvement initiatives.

Skills

Customer service

Microsoft Office

Communication

Organizational skills

Education

2-Year College Degree

Tools

LIMS

CRM Software

Billing Systems

Job description

University of Massachusetts Chan Medical School is seeking a Senior Client Services Coordinator within the newborn screening lab. The role provides advanced client service and administrative support, acting as a subject matter expert for customer interactions and laboratory operations.

The ideal candidate is highly organized, customer-focused, and capable of managing multiple priorities in a fast-paced healthcare environment, with strong knowledge of laboratory operations and service practices.