Account Services Coordinator

Summary

Join Northwestern Medicine as a remote HealthLab Account Service Coordinator! This role requires travel within the Detroit and East Lansing, Michigan area to support clients. You will serve as a liaison between clients and internal teams, managing relationships, onboarding new accounts, and resolving issues. Responsibilities include providing exceptional customer service, identifying process improvements, and collaborating with various departments. A Bachelor's degree and 1-3 years of customer service experience are required. Northwestern Medicine offers competitive benefits, including 401k matching and lifecycle benefits.

Requirements

• Minimum of 1-3 years of customer service experience
• Bachelor's degree

Responsibilities

• Provide a high level of customer service both internally and externally
• Ongoing support of our teams and the overall business including various pricing projects and special requests
• Act as a liaison between the client, sales team, main lab, supply, courier, LIS, client services and billing
• Provide ideas and suggestions to increase efficiencies not only in regards to client office but also internal processes
• Responsible for on-boarding new account startups from start to completion working alongside the sales rep and key personnel in the client office
• Ability to effectively work with HealthLab internal operations along with new clients to resource prioritized initiatives and escalate as necessary
• Responsible for on-going management of p-file trends and deliver improvement measures
• Attend meetings as needed to review client dashboards/issue tracking and communicate accordingly
• Participate / Coordinate end user testing/acceptance of system changes and modifications with client interfaces along with sales
• Problem solves application and workflow issues and works through barriers to achieve results by collaborating effectively with operations
• Serves as an expert in process improvement in assisting end users and operational leaders in effective workflow design supported by decision support tools
• Conduct ongoing on-site visits to client accounts to initiate and form relationships in an effort to retain client relationships
• Attend on site meetings, as required
• This position will require a high level of organization, time management, and problem resolution

Preferred Qualifications

• MLT or equivalent lab work experience
• CERT MLT

Benefits

• 401(k) matching
• Lifecycle benefits
• Tuition reimbursement
• Loan forgiveness