Lead, Clinic Solutions

The Opportunity

eScreen, Inc. is the largest technology-enabled Third-Party Administrator (TPA) in the country, providing employment drug screening and occupational health services (vision, audio, vaccinations, TB, titer, DOT / non-DOT Physicals, etc.) at our 5,800+ occupational health clinics across the country through our web-based scheduling / result reporting software. eScreen, Inc. part of Abbott's Rapid Diagnostic Division. Our location in Kansas City, MO , currently has an opportunity for a Clinic Solutions Lead .

This seasoned lead will be responsible for managing our existing Channel partners to drive key strategic initiatives and new incremental growth. Provide accurate and timely technical information, advice, and assistance regarding the organization's products and services before, during, and after a transaction to maintain and improve the organization's customer relationships.

Demonstrate drive to provide outstanding customer service with clear verbal and written communications.

Act as an extension of the leadership team, handling escalations and supporting strategic initiatives.

Identify and interpret appropriate steps to resolve the need of the customer.

Oversee multiple, concurrent customer implementations and projects across various products.

Mentor and train Clinic Account Representatives (CARs) and assist with SOP updates and process improvements.

Conduct quality audits, manage QA processes, and ensure compliance with training and job requirements.

Analyze complex data sets to support business objectives and identify trends in customer experience and resource utilization.

Collaborate daily with internal teams and upper management to resolve issues and drive innovation.

Recommend and implement process changes to enhance productivity and customer satisfaction.

Make necessary corrections to information entered to ensure problem resolution.

Deescalate the issues and provide satisfactory solutions.

Flexibility to operate in several systems or platforms and balance tasks throughout the workday.

Ability to multitask in handling customers on various reporting platforms.

Fostering a customer service culture that strives for 100% customer satisfaction.

Bachelor’s degree or equivalent experience in customer-facing roles

3-5 years of experience in client success or similar customer-facing roles

Proficiency in Microsoft Office Suite

Demonstrated ability to participate in complex projects with cross-functional teams

General knowledge of Occupational Health Services is a plus

Knowledge of diagnostic testing, point-of-care testing, infectious disease, and / or toxicology

Strong analytical, communication, and problem-solving skills

Experience with Salesforce