Job Details
Client Account Manager
Baton Rouge, Louisiana
Orion Laboratories, a leading clinical laboratory in Baton Rouge, LA, is seeking an experienced and results-driven Client Account Manager to join our team. As a key member of our organization, you will be responsible for managing client relationships, ensuring high-quality service delivery, and overseeing the performance of our off-site team members across Louisiana. The ideal candidate will have a proven track record of success in customer service, problem resolution, and staff management, with the ability to balance multiple priorities in a fast-paced environment. This position requires a combination of strong leadership skills, excellent communication abilities, and a deep commitment to client satisfaction.
Salary and Benefits:
- Salary Range: $65,000 - $80,000 per year
- Performance bonus
- Health and dental insurance
- 401(k) plan with matching
- Paid time off (PTO)
Key Responsibilities:
- Manage and schedule department personnel to meet daily workflow demands and ensure adequate staffing at various locations across Louisiana.
- Supervise staff by conducting performance evaluations, offering guidance on behavioral matters, and delivering technical training.
- Lead recruitment efforts, train new hires, and develop retention strategies for high-quality employees.
- Collaborate with department managers to evaluate resource needs and implement required training and operational adjustments as necessary.
- Spend 40-50% of time engaging with clients in the field, working closely with the Sales team to enhance service delivery and address concerns.
- Facilitate new client onboarding, provide client service orientation, and conduct training sessions on Orion's laboratory information system.
- Regularly visit client accounts, conduct conference calls, and manage strategic and at-risk accounts to ensure satisfaction and resolve any outstanding issues. Monitor new accounts for 45 days, key accounts for a pre-determined period, and at-risk accounts until flagged as saved.
- Coordinate activities and resources to maximize client satisfaction through a close-loop problem resolution process, partnering with Billing and IT to ensure timely and accurate resolution of client issues.
- Educate clients on Orion's new products and services, facilitating a seamless integration and understanding of offerings.
- Manage high-volume email/phone traffic to coordinate resources (employees, physicians, etc.) and resolve complex customer issues that cannot be addressed immediately.
- Develop strong working relationships with all functional leaders and stakeholders through regular meetings to ensure a cohesive approach to client management.
- Escalate significant client concerns, problems, or deviations from established procedures to higher management, keeping supervisors informed and ensuring timely resolution of complex service issues.
Requirements:
- Bachelor s degree
- 4 years of work experience with problem resolution and staff management
- Proficient in Microsoft Word, Excel, and Outlook
- Strong communication, influencing, and collaboration skills
- Ability to work independently and effectively plan/organize work and projects
Orion is an equal opportunity and affirmative action employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Orion prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, Orion, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law. Orion conforms to the spirit as well as to the letter of all applicable laws and regulations.