Senior Client Services Lead - Healthcare Lab Ops

UMass Med School; Worcester (MA); On-site; USD 50,000 - 57,000; Full time

Job summary

UMass Med School in Worcester, MA is seeking a Sr Client Services Coordinator to act as a senior point of contact for clients, hospitals, health providers, and internal teams within our newborn screening laboratory. You will handle complex inquiries and coordinate cross-functional activities to ensure accurate service delivery.

In this fast-paced healthcare environment, you will leverage advanced Microsoft Office skills, manage payroll-related tasks, calendars, travel arrangements, and support

Qualifications

• 2-Year College Degree or equivalent in Business Administration, healthcare administration, laboratory science, or related field; or equivalent combination of education and experience.
• 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 the ability to develop reports, analyze data, and create professional business communications and presentations.
• Exceptional written and verbal communication skills, with the ability to effectively interact with clients, healthcare professionals, public health partners, and senior internal stakeholders.
• Strong organizational, analytical, and problem-solving skills with exceptional attention to detail and the ability to identify process improvement opportunities.
• Demonstrated ability to exercise discretion and sound judgment while handling confidential, sensitive, and regulated information in accordance with organizational and regulatory requirements.
• Proven ability to independently prioritize and manage multiple complex assignments, adapt to changing priorities, and perform effectively in a fast-paced, deadline-driven environment with minimal supervision.

Responsibilities

• Serve as the senior point of contact for clients, hospitals, healthcare providers, public health partners, and internal stakeholders regarding laboratory services, testing programs, specimen status, reports, and operational matters.
• Independently manage and resolve complex customer inquiries, service issues, and escalations, exercising sound judgment and coordinating with laboratory, technical, and administrative teams as needed.
• Lead coordination of communications between laboratory departments and external partners to ensure timely, accurate, and consistent follow-up on customer requests and operational concerns.
• Develop, review, and support customer communications related to testing updates, workflow changes, service enhancements, pricing notifications, and other program initiatives.
• Analyze customer feedback, service trends, and operational metrics to identify opportunities for process improvement and enhanced customer experience.
• Support the implementation of customer service best practices, standardized workflows, and continuous improvement initiatives to improve efficiency and service quality.

Skills

Office Suite Proficiency

Written & Verbal Communication

Organizational Skills

Discretion & Judgment

Multi-tasking & Prioritization

Data Reporting & Presentations

Education

2-Year College Degree or equivalent in Business Admin / healthcare / lab sciences

3 years experience in customer service or healthcare admin

Tools

LIMS

CRM Platforms

Billing Systems

Job description

UMass Med School in Worcester, MA is seeking a Sr Client Services Coordinator to act as a senior point of contact for clients, hospitals, health providers, and internal teams within our newborn screening laboratory. You will handle complex inquiries and coordinate cross-functional activities to ensure accurate service delivery.

In this fast-paced healthcare environment, you will leverage advanced Microsoft Office skills, manage payroll-related tasks, calendars, travel arrangements, and support