Laboratory Client Services Manager

Overview

Unified is a nationwide community of providers, operations specialists and thought leaders who look for the greatest opportunities to impact every woman’s health, at every stage of their journeys. We are unparalleled in our scale and ability to adapt to address unmet and underserved needs. Through 815+ clinics, 23 IVF labs, nationwide telehealth capabilities and targeted case management, our 2,700+ independent, affiliated providers deliver comprehensive women’s health services and continuously work to implement methods and develop techniques or platforms that improve the healthcare experience. The Laboratory Client Services Manager is responsible for leading the Client Services team and ensuring high-quality support for onboardings, communications, and issue resolutions across all markets where UWH-affiliated laboratories operate. This role is critical to the success of laboratory operations through the development of strong relationships with care centers and the effective management of key performance metrics and educational initiatives for care center staff and providers.

Responsibilities

• Lead and coordinate the onboarding process for new Care Centers in collaboration with the Lab Development or Integrations Operations team.
• Develop and execute communication plans for new laboratory openings in each market.
• Create and manage a webinar series to support onboarding for new laboratories or initiatives within markets.
• Develop and implement Client Service policies and process improvements with respective lab manager input and provide education to staff and clients on updates.
• Work cross-functionally with other departments to improve processes, ensure client satisfaction, and resolve inquiries received by the Client Services department.
• Oversee the resolution of Care Center inquiries regarding report status, service level concerns, and other issues to maintain high client satisfaction.
• Track, analyze, report and present account and quality metrics related to care centers and providers on a monthly basis.
• Oversee and assess Client Service staff activities, providing the Client Service Supervisor and staff with regular performance-related feedback.
• Triage and escalate service-related concerns based on established protocols.
• Ensure the team provides laboratory results to clients using established protocols, document reporting or call history, and maintain appropriate records and metrics of these activities.
• Receive, review and triage inquriries to the appropriate departments for resolution, following through to resolution to the client.
• Resolve patient reporting issues identified by the reference lab partner or internal LIS system by escalating to the appropriate department for resolution.
• Oversee the “Test in Question” process, including client outreach for proper coding and resolution support.
• Support administrative tasks for laboratory leadership and Pathologists, including data entry, billing, and client communication.
• Ensure compliance with all company policies and procedures.
• Other duties as assigned

Qualifications

• High school diploma or equivalent, Bachelor’s degree preferred.
• Medical/lab experience is preferred as well as coursework in the sciences
• Knowledge of specimen handling and collection requirements, general laboratory workflow and basic medical terminology.
• The ability to organize and manage multiple priorities/projects.
• Ability to brainstorm in a creative way - broad-minded, fast-thinker with a creative, marketing-led brain and an intuitive appreciation of the consumer journey
• Leadership mindset with the ability to foster long term internal and external relationships at all levels.
• Must have excellent interpersonal and communication and presentation skills.

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