Inform Diagnostics is a leading national pathology laboratory, headquartered in Irving, Texas, with additional state-of-the-art laboratories in Boston, New York City, and Phoenix. With unparalleled quality and experience, Inform Diagnostics provides reliable, high-quality diagnostic services in various subspecialties. The company is profoundly impacting patient care, one diagnosis at a time.
Inform Diagnostics is a leading national pathology laboratory, headquartered in Irving, Texas, with additional state-of-the-art laboratories in Boston, New York City, and Phoenix. With unparalleled quality and experience, Inform Diagnostics provides reliable, high-quality diagnostic services in various subspecialties. The company is profoundly impacting patient care, one diagnosis at a time. The Client Relationship Specialist works directly with clients within an assigned territory and provides direct support to assigned Client Relationship Managers and Sales Directors. Day-to-day responsibilities vary, but typical tasks include managing client issues, responding to client questions, resolving discrepancies, and partnering closely with Sales, Lab Operations, and Pathology to ensure a positive client experience.
Job Responsibilities
- Resolve discrepancies and analyze trends to feed process improvement
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- Obtain relevant data and partner with assigned sales team to create cohesive support unit
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- Act as a liaison between clients and the organizational business units as needed
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- Demonstrate proficiency with customer service, and core system applications such as CRM (Customer Relationship Management), LIS (Laboratory Information System) and IVR (Interactive Voice Response)
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- Setup new accounts in applicable systems
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- Review and manage supply orders based on client usage
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- Document client interactions; create and work tickets as appropriate
- Answer phones as assigned
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- Maintain quality service by adhering to call monitoring standards and standard operating procedures (SOPs) to ensure a positive client experience and optimal patient care
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- Collaborate with cross-functional team to drive resolution while maintaining a professional demeanor
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- Provide after-hours coverage when there is a business need
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- Use de-escalation techniques as needed
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- Be flexible and adaptable to changing priorities while maintaining high level of personal accountability.
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- Exude a positive attitude while displaying a commitment and passion for patient care
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