At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Lab Sale & Service Coordinator reflects the mission, vision, and values of Northwestern Medicine, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

This hybrid position will serve as the Sales/Service support liaison both in-house and out in the field setting. In this role, the Account Services Coordinator will maintain relationship management responsibility while executing new project start ups and assisting with the on-boarding process supporting both the Sales & Service piece. This position will establish and maintain customer relationships with key operating and clinical leaders both in person and via telephone communication.

Responsibilities:

• Identify, prioritize and oversee day to day service needs specific to a client office.
• Effective coordination across NMHC teams will be essential meeting entity needs and customer expectations.
• This position is responsible for recognizing trends in clients offices and facilitating re-education alongside the sales/service and phlebotomy teams.
• Ongoing and effective communication of all issues, including a required escalation of outstanding issues and status updates, are be expected.
• 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 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 onboarding new account start ups from start to completion working alongside the sales rep, service rep and key personnel in the client office given the need is there for additional support in the field.
• 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 the monthly QIPI meeting to review client dashboards/issue tracking and communicate accordingly.
• Participate/coordinate end user testing/acceptance of system changes and modifications with client interfaces.
• Devise communication plan for end users in regards to status of upcoming system changes that affect workflow.
• 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.

Required:

• At least 3 years of experience with HealthLab.
• General understanding of all HealthLab and main lab operations.
• Excellent oral and written communication skills.
• Bachelor's degree.

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.