Client Relationship Spec ACL

Department:

60004 IL ACL Laboratories - Outreach: Business Development

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

This role will require frequent travel throughout the northern Illinois area spanning across Crystal Lake, Barrington, Grayslake and Gurnee

Highly visible position within ACL Laboratories and Advocate Aurora Medical Groups. Responsible for managing the partnership between ACL, Advocate Aurora Medical Group Physicians Outreach Clients and their staff. Responsible for growth and retention of existing outreach client base for a given territory. It is imperative that the Client Relationship Spec provide continuous service, subject matter expertise and training related to laboratory services and workflow. This position requires regular visits to the physician offices with the intent to communicate, educate and provide service pertaining to the technical and operational components of the laboratory This position streamlines the client experience with ACL Laboratories while identifying and addressing improvement opportunities. Quality service demonstrates the value of being an Advocate Aurora Medical Group member, therefore increasing physician participation and enhancing our focus on patient safety. This results in a positive impact to both Advocate’s and ACL Laboratories’ position in the market place.

Major Responsibilities:

• Establishes and maintains excellent client relationships and service levels, and coordinates action to ensure rapid and appropriate resolution of service issues.
• Provides daily service and account maintenance related to client setup, training, billing, communication and report distribution. Meets with clients to ensure alignment with Advocate and ACL system initiatives and service expectations.
• Ensures that each visit with a physician office has an orchestrated plan that focuses on opportunities with the greatest return.
• Collaborates with management team to ensure positive patient experience and client satisfaction.
• Maintains knowledge of test offerings and the business and technical processes within ACL. Stays abreast on policies and procedures related to laboratory.
• Engages and assists ACL leadership in the process of developing and distributing client communication pieces?.
• Develops and delivers presentations to effectively explain and demonstrate the organization’s products and services, highlighting their benefits and relevance to client’s Business Needs. Communicates information efficiently and accurately to clients.
• Conducts user training and presents at client seminars to promote best practices pertaining to laboratory processes, testing information and patient safety. Expedites any physician concerns to ACL leadership pertaining to communications.
• Analyzes and interprets trends pertaining to ACL Client Business Intelligence Reports and Dashboards. Responsible for correspondence and follow-up with Advocate Aurora Medical Group or ACL management related to these reports.
• Maintains knowledge of IT Systems including but not limited to: Electronic Medical Record Systems, Report Distribution Systems and Laboratory Information Systems. Assists in training Advocate Aurora Medical Group staff utilizing ACL Portal EMR.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Bachelor's Degree in Marketing, or
• Bachelor's Degree in Health Care Administration or related field.

Experience Required:

• Typically requires 5 years of experience in Medical Laboratory Science/related field, or Sales, Marketing Business Development, or Client Services.

Knowledge, Skills & Abilities Required:

• Excellent relationship management skills.
• Ability to handle numerous projects and deadlines simultaneously.
• Demonstrates analytical skills in organization, planning, and research.
• Strong problem resolution skills.
• Demonstrates ability to manage with all levels within the organization and diverse populations.
• Demonstrates solid presentation and communication skills, consistently demonstrating a high degree of professionalism.
• Must be proficient in the Microsoft offi