Client Services Specialist I

Client Services Specialist I

SUMMARY: Responsible for building and maintaining relationships with clients and sales representatives; acting as the primary point of contact for clients and sales representatives. This position includes assistance in account management, client satisfaction, and coordination with the Sales team and Laboratory teams to provide the highest level of customer service.

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides exceptional support for all sales representatives and existing clients.
• Manages call center, striving for resolution and redirecting calls as needed.
• Communicate with sales representatives and clients any outstanding issues with specimen collection.
• Assist in document management: Panel Selection Forms, Provider Authorization Forms, test orders, Specimen Correction Forms, Test Addition Forms, etc.
• Synthesize laboratory capabilities with client needs to determine protocols and best practices for efficient testing and customer satisfaction.
• Responsible for providing a professional and efficient focus to Radeas clients and sales representatives via email and phone communication.
• Responsible for assisting Sales Operations Team in daily production duties including but not limited to: inter-department communications, working with Data Technicians, problem solving, and troubleshooting means to improve Radeas efficiency.
• Responsible for working with Radeas database by retrieving data or electronic files for clients as well as performing data backups to ensure data preservation.
• Responsible for interacting with Radeas staff in interdepartmental projects.
• Gain and maintain a working knowledge of Radeas' system from clinic to billing.
• Assist with special projects as needed.
• Act as lead trainer for collectors and clients.
• Assist with the promotion and implementation of electronic ordering and reporting platforms.
• Assist with the Client Information Pending process as determined by the Sales Operations Team.
• Display a commitment to working with a team to ensure highest levels of efficiency and customer satisfaction.

Key Performance Indicators

• Reviewed and adjusted regularly:
• Decision-Making
• Critical Thinking
• Communication Skills
• Team Efficiency
• Task & Time Management
• Attention to detail

Minimum Qualifications

• Bachelor's degree preferred, plus a minimum of two years of experience in a customer service support role
• Ability to work in a fast-paced environment with deadlines and time constraints while communicating effectively.
• Strong team player who works well with staff and peers and demonstrates strong customer service skills.
• Ability to reason through situations and make sound business decisions.
• Strong conflict management skills and the ability to resolve issues objectively and factually.
• Basic understanding of network connections and use of applicable programs such as Adobe, Google Drive, Microsoft Word, laboratory systems, Monday.com, and similar tools.

Position Details

• Full-time position, Monday through Friday.
• Additional evening and weekend hours may be required from time to time to accommodate training or business needs.
• Remote work is not available without approval.
• This position is based on-site at Wake Forest Headquarters.

Monday Friday, 8:00am - 5:00pm