Manager - Client Services at Phoenix

Job Description

Job Title: Manager, Client Services

Position Summary:

The Client Services Manager is responsible for leadership of the Client Service Team including communication and team adherence to organizational policies, processes and applicable laws.  The Client Services Manager is responsible for the development and execution toward an Annual Operating Plan for Client Services, including personnel training, departmental budget and key initiatives.  These key initiatives may include, but not be limited to process improvement, CRM utility and training, development of product knowledge expertise, integration of case management processes with other departments including operations, quality, IT, etc.  

Job Responsibilities:

Functions as an internal resource within the group to resolve and escalate when necessary issues and questions.

Establish department priorities.

Liaison between CS Supervisor and other functional area leaders for patient assistance programs, including but not limited to billing, government affairs, and legal.

Responsible for continued education for CS team and meet/exceed product knowledge metrics.

Ensures alignment with the EU CS team.

Responsible for compliance to all CRM related activities and responsibilities as it related to CS team CRM training, ensuring data integrity and standards and routine use of CRM as prescribed by VP Commercial Operations.

Assists with the coordination of client events.

Participates in hiring initiatives and oversees, along with CS Supervisors, new employee orientation and training.

Monitors employee’s daily performance and productivity. Utilizes processes and available tools to analyze trends, maintain and enhance performance, and report statistics.

Conducts weekly team meetings. Attends applicable department/management meetings. Keeps team informed of new processes and general updates.

Mentors, coaches, and addresses developmental opportunities and disciplinary issues on the team. Implements corrective action and further development plans as necessary. Uses motivational techniques to assist team members in maintaining and exceeding standards.

Works collaboratively to problem solve and participate cross functionally with other teams as necessary.

Conducts audits on work and determines additional training and counseling that may be required due to the results of the audit; including, providing recommendations, guidance, and implementing solutions to improve results.

Conducts research and implements solutions to resolve customer issues, complex problems, and department efficiencies.

Assists as needed to perform other related duties and special projects as required.

Accepts other duties as assigned.

Job Requirements

Requirements:

Knowledge, Skills, and Experience

a. Demonstrated leadership and interpersonal skills. Willingness to lead by example.

b. Commitment to harmonious group relations. Attentive listening skills.

c. Courteous phone manners.

d. Strict attention to detail and organized. Precise when performing clerical tasks.

e. Ability to meet deadlines and work under pressure.

f. Demonstrates flexibility and adaptability to shift gears according to the priority of tasks. Possesses a high degree of flexibility, accountability, and responsibility.

g. Capacity to work independently once given adequate instructions.

h. Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems.

i. Drive for Results (Service, Quality, and Continuous Improvement) – Ensure procedures and processes are in place that lead to delivery of quality results and continually reassess their effectiveness to achieve continuous improvement.

j. Communication – Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization in order to achieve the desired results. Ability to compose clear, concise, and professional written communication.

k. Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.

l. Customer Service Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations.

Education, Certification/Licensure, and/or Experience

a. Bachelor’s degree required.  

b. Prior experience in management of a team within a CLIA laboratory or healthcare field is preferred.

Physical Demands

a. Employee may be required to lift heavy supplies; may weigh up to 30 pounds (including office and laboratory supplies).

b. Ability to sit for extended periods of time.

c. Must possess ability to perform repetitive motion.

d. Crouching and bending may be required.

e. Majority of work is performed in a desk/cubicle environment, but at times, may have exposure to high noise levels in the data center, fumes and bio-hazardous material in the lab environment.

Other

a. Willingness to work overtime is required.

b. Travel Required (Highlight One): Rarely Occasionally  Frequently

c. Weekends/Evenings/Holidays (Highlight One): No  Yes, please explain

This job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Country: USA, State: Arizona, City: Phoenix, Company: Caris Life Sciences.