Sr Client Services Coordinator

Senior Client Services Coordinator, NBS

The Senior Client Services Coordinator, NBS serves as a highly experienced point of contact for customers, healthcare providers, and internal stakeholders within a clinical newborn screening laboratory. This role provides advanced client service, administrative, and operational support while serving as a subject matter expert for customer interactions, business processes, and laboratory service operations.

The Senior Administrative Associate independently manages complex customer inquiries, coordinates cross-functional activities, supports process improvement initiatives, and helps ensure the delivery of high-quality service to internal and external stakeholders. The position plays a critical role in maintaining strong customer relationships, supporting operational efficiency, and ensuring the accurate execution of business and administrative processes.

The ideal candidate is highly organized, customer-focused, detail-oriented, and capable of exercising sound judgment in a fast-paced healthcare environment. They demonstrate advanced knowledge of laboratory operations and customer service practices, proactively identify opportunities for improvement, and effectively manage multiple priorities with minimal supervision.

• Serve as the senior point of contact for clients, hospitals, healthcare providers, public health partners, and internal stakeholders regarding laboratory services, testing programs, specimen status, reports, and operational matters.

• Independently manage and resolve complex customer inquiries, service issues, and escalations, exercising sound judgment and coordinating with laboratory, technical, and administrative teams as needed.

• Lead coordination of communications between laboratory departments and external partners to ensure timely, accurate, and consistent follow-up on customer requests and operational concerns.

• Develop, review, and support customer communications related to testing updates, workflow changes, service enhancements, pricing notifications, and other program initiatives.

• Analyze customer feedback, service trends, and operational metrics to identify opportunities for process improvement and enhanced customer experience.

• Support the implementation of customer service best practices, standardized workflows, and continuous improvement initiatives to improve efficiency and service quality.

• Serve as a subject matter resource for department processes and customer relationships, providing guidance and support to colleagues as needed.

• Coordinate and support complex departmental projects, strategic initiatives, and operational priorities, ensuring timely execution of deliverables and effective collaboration across functional teams.

• Participate in cross-functional projects and organizational initiatives that enhance operational effectiveness, customer engagement, and business performance.

• Assist with the processing of payroll; serve as department timekeeper for Kronos system, as needed.

• Support the processing of personnel action and other human resource related forms.

• Support hiring managers with administrative tasks for recruitment and hiring, such as scheduling interviews, submission of candidate evaluation forms, etc.

• Coordinate and perform complex and varied administrative tasks requiring independent action and the setting of priorities and procedures.

• Prepare correspondence, memoranda, or reports.

• Perform data entry and generate reports. Organize information into spreadsheet format from data collection.

• Record, prepare, and distribute minutes.

• Arrange travel logistics and coordinate schedules; complete travel advance and authorization forms, as needed. Maintain travel records.

• Assist with…