Client Service Representative

Job Functions, Duties, Responsibilities and Position Qualifications:

Multi-tasking is your middle name. You’ve got great typing skills, a passion for solving problems, and a way of explaining things that helps people feel valued. You’re also looking for great benefits, the support of an all-star team, and an opportunity to grow your career. The ideal candidate will maintain current client base using established client service techniques/processes to retain market share.

Join our team of #HealthcareHeroes! Our mission is to advance the health and wellbeing of our communities as a leader in clinical laboratory solutions. Quality is in our DNA -- is it in yours?

This opportunity is:

Location: Lexington Kentucky or London Kentucky

Days: Monday - Friday

Hours: 8am - 5pm

Full-time: Benefit Eligible

In this role, you will:

Role and Responsibilities

The ideal candidate will maintain current client base using established client service techniques/processes to retain market share.

Principal Accountabilities / Responsibilities

·         Conduct a minimum of 25 in-person site visits per week to physician offices, clinics, and healthcare facilities to foster strong client relationships and serve as a primary liaison between clients and laboratory operations/management.

·         Evaluate client needs and satisfaction levels using established clinical service protocols, ensuring high standards of care while identifying opportunities to improve laboratory service delivery and drive test volume growth.

·         Collaborate closely with Territory Account Executives to retain existing clinical laboratory clients and identify upsell opportunities for additional testing services, panels, and value-added solutions.

·         Manage relationships with healthcare providers by preparing utilization reports, conducting service reviews, and implementing actionable improvement strategies aligned with compliance and industry standards. 

·         Promptly address and resolve client/patient billing concerns related to laboratory testing, maintaining transparency, satisfaction, and trust in service delivery.

·         Identify opportunities to expand test offerings and market share by consulting with healthcare providers during site visits about additional diagnostic services, panels, or specialized testing.

·         Provide critical field support to the Sales Team and Sales/Marketing Director by delivering timely, professional, service and relaying client feedback to guide sales strategies and service development.

·         Accurately document all client interactions and service touchpoints in CRM or internal tracking systems to support continuity of care, ensure follow-up, and inform team collaboration.

All you need is:

• Business-related BS/BA degree or equivalent preferred.
• Minimum of 1 -2 years of experience in client services or customer service; experience in a laboratory or medical billing environment is preferred.
• Strong ability to work collaboratively as part of a team.
• Demonstrated problem-solving skills and adaptability in a dynamic work environment.
• Excellent phone and written communication skills and a professional demeanor.

We'll give you:

• Appreciation of your work
• A feeling of satisfaction that you've helped people
• Opportunity to grow in your profession
• Free lab services for you and your dependents
• Work-life balance, including Paid Time Off and Paid Holidays
• Competitive benefits including medical, dental, and vision insurance
• Help saving for retirement, with a 401(k) plus a company match
• A sense of belonging - we're a community!

Scheduled Weekly Hours:

40

Work Shift:

Job Category:

Laboratory Operations

Company:

Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.