Sr Client Services Coordinator

The Senior Client Services Coordinator, NBS serves as a highly experienced point of contact for customers, healthcare providers, and internal stakeholders within a clinical newborn screening laboratory. This role provides advanced client service, administrative, and operational support while serving as a subject matter expert for customer interactions, business processes, and laboratory service operations.

The Senior Administrative Associate independently manages complex customer inquiries, coordinates cross-functional activities, supports process improvement initiatives, and helps ensure the delivery of high-quality service to internal and external stakeholders. The position plays a critical role in maintaining strong customer relationships, supporting operational efficiency, and ensuring the accurate execution of business and administrative processes.

The ideal candidate is highly organized, customer-focused, detail-oriented, and capable of exercising sound judgment in a fast-paced healthcare environment. They demonstrate advanced knowledge of laboratory operations and customer service practices, proactively identify opportunities for improvement, and effectively manage multiple priorities with minimal supervision.

Responsibilities

*Serve as the senior point of contact for clients, hospitals, healthcare providers, public health partners, and internal stakeholders regarding laboratory services, testing programs, specimen status, reports, and operational matters.
*Independently manage and resolve complex customer inquiries, service issues, and escalations, exercising sound judgment and coordinating with laboratory, technical, and administrative teams as needed.
*Lead coordination of communications between laboratory departments and external partners to ensure timely, accurate, and consistent follow-up on customer requests and operational concerns.
*Develop, review, and support customer communications related to testing updates, workflow changes, service enhancements, pricing notifications, and other program initiatives.
*Analyze customer feedback, service trends, and operational metrics to identify opportunities for process improvement and enhanced customer experience.
*Support the implementation of customer service best practices, standardized workflows, and continuous improvement initiatives to improve efficiency and service quality.
*Serve as a subject matter resource for department processes and customer relationships, providing guidance and support to colleagues as needed.
*Coordinate and support complex departmental projects, strategic initiatives, and operational priorities, ensuring timely execution of deliverables and effective collaboration across functional teams.
*Participate in cross-functional projects and organizational initiatives that enhance operational effectiveness, customer engagement, and business performance.
*Assist with the processing of payroll; serve as department timekeeper for Kronos system, as needed.
*Support the processing of personnel action and other human resource related forms.
*Support hiring managers with administrative tasks for recruitment and hiring, such as scheduling interviews, submission of candidate evaluation forms, etc.
*Coordinate and perform complex and varied administrative tasks requiring independent action and the setting of priorities and procedures.
*Prepare correspondence, memoranda, or reports.
*Perform data entry and generate reports. Organize information into spreadsheet format from data collection.
*Record, prepare, and distribute minutes.
*Arrange travel logistics and coordinate schedules; complete travel advance and authorization forms, as needed. Maintain travel records.
*Assist with processing and tracking documents such as invoices, payments, requisitions and expense reimbursement.
*Answer phones and screen calls. Provide information and respond to questions.
*Manage designated calendars. Schedule or arrange for conferences, meetings, interviews, appointments, or similar activities.
*Review, sort, and file a variety of material. Set up and maintain filing system as needed. Provide information as needed.
*Order and maintain office and other department supplies.
*Open, review, and distribute incoming mail. Identify priority mail and route accordingly.
*Answer routine correspondence.
*Perform other duties as required.

Qualifications

*2-Year College Degree or equivalent in Business Administration, healthcare administration, laboratory science, or related field; or equivalent combination of education and experience.
*3 years of experience in customer service, healthcare administration, laboratory operations, or business support.
*Advanced proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, with the ability to develop reports, analyze data, and create professional business communications and presentations.
*Exceptional written and verbal communication skills, with the ability to effectively interact with clients, healthcare professionals, public health partners, and senior internal stakeholders.
*Strong organizational, analytical, and problem-solving skills with exceptional attention to detail and the ability to identify process improvement opportunities.
*Demonstrated ability to exercise discretion and sound judgment while handling confidential, sensitive, and regulated information in accordance with organizational and regulatory requirements.
*Proven ability to independently prioritize and manage multiple complex assignments, adapt to changing priorities, and perform effectively in a fast-paced, deadline-driven environment with minimal supervision.

Preferred Qualifications:

*Demonstrated experience working in a clinical laboratory, public health laboratory, healthcare organization, or other regulated healthcare environment, with a strong understanding of operational and customer service requirements.
*Advanced knowledge of newborn screening programs, laboratory operations, specimen workflows, testing processes, and healthcare provider interactions.
*Experience utilizing laboratory information management systems (LIMS), customer relationship management (CRM) platforms, healthcare billing systems, and other business or operational software to support service delivery and process optimization.
*Working knowledge of laboratory quality management systems, accreditation standards, and regulatory compliance requirements
*Experience analyzing operational data, customer service metrics, and workflow performance to identify trends, resolve issues, and support business process improvements.
*Demonstrated ability to serve as a subject matter resource for client service, administrative, or laboratory operational processes and to support cross-functional initiatives within a complex healthcare environment.