Sr Client Services Coordinator

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

Sr Client Services Coordinator

Requisition Number: 2026-51982

# of Openings: 1

Posted Date: Day

Shift: Non Exempt

Union Code: Non Union Position - Non Unit Professional (W60)

Position Type: Full-Time

Salary: USD $50,000.00/Yr. - USD $57,000.00/Yr.

Location: US-MA-Worcester

Overview

The Senior Client Services Coordinator, NBS serves as a highly experienced point of contact for customers, healthcare providers, and internal stakeholders within a clinical newborn screening laboratory. This role provides advanced client service, administrative, and operational support while serving as a subject matter expert for customer interactions, business processes, and laboratory service operations.

The Senior Administrative Associate independently manages complex customer inquiries, coordinates cross-functional activities, supports process improvement initiatives, and helps ensure the delivery of high-quality service to internal and external stakeholders. The position plays a critical role in maintaining strong customer relationships, supporting operational efficiency, and ensuring the accurate execution of business and administrative processes.

The ideal candidate is highly organized, customer-focused, detail-oriented, and capable of exercising sound judgment in a fast-paced healthcare environment. They demonstrate advanced knowledge of laboratory operations and customer service practices, proactively identify opportunities for improvement, and effectively manage multiple priorities 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.
• Serve as a subject matter resource for department processes and customer relationships, providing guidance and support to colleagues as needed.
• Coordinate and support complex departmental projects, strategic initiatives, and operational priorities, ensuring timely execution of deliverables and effective collaboration across functional teams.
• Participate in cross-functional projects and organizational initiatives that enhance operational effectiveness, customer engagement, and business performance.
• Assist with the processing of payroll; serve as department timekeeper for Kronos system, as needed.
• Support the processing of personnel action and other human resource related forms.
• Support hiring managers with administrative tasks for recruitment and hiring, such as scheduling interviews, submission of candidate evaluation forms, etc.
• 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.

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.

Preferred Qualifications

• Demonstrated experience working in a clinical laboratory, public health laboratory, healthcare organization, or other regulated healthcare environment, with a strong understanding of operational and customer service requirements.
• Advanced knowledge of newborn screening programs, laboratory operations, specimen workflows, testing processes, and healthcare provider interactions.
• Experience utilizing laboratory information management systems (LIMS), customer relationship management (CRM) platforms, healthcare billing systems, and other business or operational software to support service delivery and process optimization.
• Working knowledge of laboratory quality management systems, accreditation standards, and regulatory compliance requirements
• Experience analyzing operational data, customer service metrics, and workflow performance to identify trends, resolve issues, and support business process improvements.
• Demonstrated ability to serve as a subject matter resource for client service, administrative, or laboratory operational processes and to support cross-functional initiatives within a complex healthcare environment.