Account Services Coordinator HealthLab

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 health care, no matter where you work within the Northwestern Medicine system. We pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, our goal is to take care of our employees.

Ready to join our quest for better?

This is a full-time position based out of Central DuPage Hospital in Winfield. This position is remote, however, travel to client sites is required.

The Health Lab Account Service Coordinator reflects the mission, vision, and values of NM, 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 position will serve as the Sales/Client 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 startups and assisting with the on-boarding process supporting both the Sales & Client piece. Identify, prioritize and oversee day-to-day service needs specific to a client office. This position will establish and maintain customer relationships with key operating and clinical leaders both in person and via telephone communication.
  
  Effective coordination across NMHC teams will be essential to 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 expected. This position will require travel to client offices 3-5 days a week.

• 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 client, 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 on-boarding new account startups from start to completion working alongside the sales rep and key personnel in the client office.
• Ability to effectively work with Health Lab internal operations along with new clients to resource prioritized initiatives and elevate as necessary
• Responsible for on-going management of p-file trends and deliver improvement measures
• Attend meetings as needed to review client dashboards/issue tracking and communicate accordingly
• Participate / Coordinate end user testing/acceptance of system changes and modifications with client interfaces along with sales.
• 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
• Conduct ongoing on-site visits to client accounts to initiate and form relationships in an effort to retain client relationships.
• Attend on site meetings, as required.
• This position will require a…