Requisition Number: 9165
Job Title: Client Services Manager
Category: Customer Svcs-Spec Mgmt
City: New York
State / Province: New York
Assigned Shift: 1
Regular / Temporary: Regular
Full Time / Part Time: Full Time
Standard Hours: 40.00
Work Schedule: Mon - Fri, day shift
Requirements: License/Certification/Education: Requires a Bachelor’s Degree w/greater than 7 years experience in related healthcare field.
Job Description: • Oversee 14+ seat client services operations responsible for both the Oncology business in the New York Laboratory as well as a specific focus on the Oncology franchise from a network perspective • Directly supervise Client Services Supervisor • Responsible for the staffing, mentoring, coaching, training and retention a high performance team. • Positively and successfully communicate the goals and objectives of Client Services and the division to employees. • Prepare annual performance reviews of direct reports on a timely basis and promotions for staff. Provides continuous informal feedback and takes disciplinary action (as required) to maintain staff performance. • Work with Client Services Senior Management to manage network client service expenses and determine workload capacities and staffing needs. • Direct troubleshooting client service issues with personal involvement as necessary. • As an active participant of the broader Client Services Management team, maintain regular communication between management and employees on strategic as well as transactional topics. Coordinate the development and implementation of protocols and practices and ensure global protocols and practices are followed. • Assist peer Client Services Management in handling exceptional or sensitive situations with customers and/or other departments as well as partnering to insure national standards are met. • Work collaboratively with groups within Integrated Oncology including sales, laboratory and medical staff, as well as external clients to meet company wide needs (both locally and nationally). • Ensure that consistent high standards of service and commitment to quality are met across the network of laboratories • Meet with Regional Sales Managers to troubleshoot issues and for general updates. • Work with Sales Representatives and appropriate in-house staff to be proactive in meeting the customer’s needs. • Analyze data and provide written reports as needed. • Assure compliance with all appropriate integrated policies and protocols.
