Our Laboratory is currently seeking a Laboratory Account Manager (LAM) to work as a liaison between the laboratory and the care centers to receive and assist in resolution of concerns of our customers. Problem-solving and strong investigative skills are required to resolve customer concerns. The LAM will also support internal laboratory clerical operations. The position is directly responsible for support, training, and successful onboarding of care centers. A successful candidate must be customer focused, demonstrate strong communication skills, and genuinely empathetic to concerns of our care center partners and patients, and be willing to travel to locations across the state of Florida.
Duties and responsibilities:
Act as a liaison between the customers and Florida Woman Care Lab
Provide account management for customer’s day-to-day operations
Provide educational material to the customer base
Resolve any customer related issues in a timely manner
Actively manage all assigned customer sites
Think outside the box to solve problems and to escalate when appropriate.
Handle care center inquiries by onsite visits, telephone and by tickets created in the portal regarding status of reports, concerns of service failures and other duties to provide customer satisfaction.
Triage concerns appropriately based upon laboratory protocols.
Provide information to care center customers regarding collection requirements of laboratory testing.
Create and distribute reports from AthenaNet (EMR) and VitalDx (LIS) for Quality Assurance tracking.
Together with the Laboratory Customer Service Representative, manage our onboarding process for new care centers as well as maintenance of relationships including site visits to care centers on a frequent basis.
Communicate with customers by onsite visits, electronically and by phone to resolve issues related to patient specimens and result reporting.
Support laboratory administration and pathologists with clerical or administrative tasks as requested.
Handle inbound customer calls.
Call outbound to gather missing information.
Reception Desk Coverage as needed.
Other duties as assigned
Associates degree required bachelors preferred; preferably in Biology or Medical Laboratory Science
Minimum 1 year of outside sales/service experience in the healthcare/clinical laboratory/medical device industry is also required
Medical office management experience as well as previous account management and/or customer service experience is desirable
Strong communication skills; both written and verbal
Ability to deliver results in a fast paced, competitive market
Proficient in Microsoft Office
Ability to multitask and provide prompt problem resolutions for all customers
Must have a Valid Driver's License, clean driving record and reliable automobile transportation (business related travel expenses are reimbursable)
Strong time management and organization skills
Ability to travel 75%
Internal Number: 647
About Unified Physician Management
Unified Physician Management (UPM) is the management services organization to Florida’s largest OB/Gyn group practice, Florida Woman Care and to Unified Women’s Healthcare in Georgia, North Carolina, Washington, and Texas. With close to 1300 providers since its inception in 2009, UPM gives physicians the ability to concentrate on their medical practice's growth, the pursuit of quality initiatives, and income growth while improving patient satisfaction.
Florida Woman Care (FWC), the largest OB/GYN group practice in the state of Florida is building a state of the art CAP accredited lab in the Tampa area with specialists in GYN Pathology to produce the highest quality of diagnosis of laboratory specimens.
We currently have over 175 care centers and over 550 OBGYN Providers throughout the state of Florida.