Senior Client Services Lead, Lab Operations

University of Massachusetts Medical School; Worcester (MA); In loco; USD 65.000 - 90.000; Tempo pieno

Descrizione del lavoro

University of Massachusetts Medical School in Worcester, MA seeks a Senior Client Services Coordinator for newborn screening operations. You will act as the primary contact for clients, hospitals, providers, and internal teams, handling complex inquiries and coordinating cross-functional activities to ensure high-quality service.

The role requires outstanding organizational, communication, and multitasking abilities in a fast-paced healthcare environment, with knowledge of laboratory operations

Competenze

• 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 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.

Mansioni

• 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.
• Serve as a subject matter resource for department processes and customer relationships, providing guidance and support to colleagues as needed.
• Coordinate and perform complex and varied administrative tasks requiring independent action and the setting of priorities and procedures.
• Prepare correspondence, memoranda, or reports.
• Perform data entry and generate reports. Organize information into spreadsheet format from data collection.
• Record, prepare, and distribute minutes.
• Arrange travel logistics and coordinate schedules; complete travel advance and authorization forms, as needed. Maintain travel records.
• Assist with processing and tracking documents such as invoices, payments, requisitions and expense reimbursement.
• Answer phones and screen calls. Provide information and respond to questions.
• Manage designated calendars. Schedule or arrange for conferences, meetings, interviews, appointments, or similar activities.
• Review, sort, and file a variety of material. Set up and maintain filing system as needed. Provide information as needed.
• Order and maintain office and other department supplies.
• Open, review, and distribute incoming mail. Identify priority mail and route accordingly.
• Answer routine correspondence.
• Perform other duties as required.

Conoscenze

Advanced Microsoft Office

Communication

Organizational skills

Analytical skills

Discretion

Multitasking

Formazione

2-Year College Degree or equivalent in Business Administration, healthcare administration, laboratory science, or related field

Strumenti

LIMS

CRM platforms

Healthcare billing systems

Descrizione del lavoro

University of Massachusetts Medical School in Worcester, MA seeks a Senior Client Services Coordinator for newborn screening operations. You will act as the primary contact for clients, hospitals, providers, and internal teams, handling complex inquiries and coordinating cross-functional activities to ensure high-quality service.

The role requires outstanding organizational, communication, and multitasking abilities in a fast-paced healthcare environment, with knowledge of laboratory operations