Client Relationship Manager

Role Overview

• Service and monitor customer accounts with a high degree of professionalism.
• Retain client accounts and prospect for new business within assigned territory.
• Build and maintain internal and external client relationships.
• Coordinate communication within all departments of TriCore as it relates to servicing customers.
• Provide ongoing service and problem solving to customer base.
• Promote and maintain a positive image of the laboratory within the community.
• Provide customer training as needed.
• Requires travel.
• Establish, build, monitor and retain relationships with our customers.
• Monitor and assist in ensuring customer accounts are appropriately built.
• Support customer related client billing initiatives to ensure they are correct and current.
• Document and resolve customer issues, assist with new client account monitoring and monitor, identify, and resolve all service issues.
• Meet and communicate with all assigned customers according to the assigned monthly call cycle. Provide all necessary support to retain and grow existing clients. Grow healthcare accounts to meet or exceed sales objectives of the organization.
• Prepare and submit proposals for new accounts as necessary and consistent with pricing policy and review procedure.
• Manage requirements within and including the Laboratory Service Agreement contracts.
• Use a high degree of independent judgment when solving problems and assisting customers.
• Establish, build and retain relationships with customers and TriCore Leadership.
• Address customers concerns with the goal of increasing satisfaction.
• Provide training to customers on problem trends, in completing requisitions, contacting TriCore reading reports and invoices, connectivity solutions, and courier services for sponsor clients.
• If appropriate, provide training and consulting services to clients on OSHA or phlebotomy.
• Attend, participate, and/or facilitate meetings as requested by TriCore.
• Assist in developing appropriate marketing tools, as needed.
• Install and troubleshoot TriCore Portal, TriCore Direct and printers. Assist with delivery of supplies, requisition forms, courier services, and customer training.
• Ensure all appropriate personnel are notified of system modifications and that those changes are documented. Follow up on changes to ensure user needs are being met.
• Analyze and assist internal and external clients with the implementation and installation of outreach connectivity. Analyzes client workflow processes and procedures to recommend appropriate Outreach solution.
• Identify and communicate system or operation problems in assigned application IT or customer hospital IT.
• Coordinate solutions hardware and peripheral equipment issues for customers.
• Support installs of connectivity by coordinating schedule with both client and Outreach Applications Analysts.
• Maintain expertise in relevant computer systems such as Antrim, Rhodes, Sunquest, PowerPath, Sales Force, Epic, Cerner and Liberty.
• Check client centrifuges according to procedure. Complete appropriate paperwork for current and new accounts: physician acknowledgements, printer installation, special pricing, connectivity, etc.
• Disseminate information to customers and employees as appropriate.
• Maintain and record in Sales Force.
• Maintain high standards of technical knowledge of testing, testing changes and M.D. Specialties.
• Submit weekly and monthly mandatory reports as deemed necessary by management.
• Provide feedback to Marketing and Tech Support, TriCore Operations in developing effective and professional sales and training materials for capabilities and services.

Requirements

• Associates degree (or equivalent industrial experience) in related field
• Must meet one of the following: Three (3) years relevant experience OR equivalent combination of education and experience equal to five (5) years experience.
• Must be willing to travel as required (up to 75% of the time).
• Must work in the field a minimum of four days per week.
• A grade of good on the alphanumeric typing test (4000-5,999 key strokes)

Benefits

• medical, dental, vision and life insurances
• 401(k) retirement plan with employer matching
• PTO
• paid holidays
• opportunities for continuous learning
• education assistance
• wellness programs
• career advancement