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Beth Israel Deaconess Medical Center Client Support Specialist in Boston, Massachusetts

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Client Support Specialist

Department Description:This role is supporting our BILH Labs department.

Job Location:Boston, MA

Req ID:36510BR

Job Summary:Client Support Specialist is responsible for business development and client service activities for Beth Israel Lahey Health's (BILH) Laboratory enterprise testing programs. The candidate will be responsible for supporting BILH's community COVID-19 testing program.

Essential Responsibilities:

  • Serves as a primary point of contact both internally and externally for inquiries and issues related to laboratory testing business. Acts as a liaison between BILH Laboratories and third party clients.

  • Triages all inbound phone and email inquiries and responds in an efficient manner. Troubleshoots and resolves problems related to the testing program. Establishes and maintains strong client relationships. Ensures BILH meets and exceeds expectations.

  • Conducts onboarding of new clients. Leverages expert knowledge of software and process to ensure high-quality client experience. Onboarding includes project management, program orientation, vendor software training, and general client support.

  • Develops strong working relationships with key stakeholders at each laboratory site to promote coordinated, efficient, and effective ¿One BILH¿ Laboratory. Performs outbound sales calls to solicit new business.

  • Manages assigned projects independently from inception through implementation. Assists with development and implementation of business strategies to grow BILH laboratory testing programs ensuring alignment with BILH system growth strategy. Develop and maintain performance reports as assigned.

  • Assists with development and execution of go-to-market strategies for specific strategic initiatives identified by BILH within timelines and in alignment with business plan. Assists with maintenance of business pipeline of potential clients. Assists with development of growth forecasts.

  • Assists with third party entity contract development and facilitates contract management process with prospective clients. Assists with marketing analysis to monitor and adjust market strategies.

  • Assists with development and maintenance of departmental operations protocols, policies, and procedures.

  • Represent BILH Laboratory at network-related events. Ensures leadership is kept current on priorities and activities.

  • Understands regulatory policies and requirements and helps department maintain compliance.

Required Qualifications:

  • Bachelor's degree in Business, or related field required. required.

  • 1-3 years related work experience required in Healthcare-related business development, client service or related field..

  • Client implementation and training experience.

  • The ability to travel to offsite locations to meet with clients as needed.

  • Experience with computer systems required, including web based applications and some Microsoft Office applications which may include Outlook, Word, Excel, PowerPoint or Access.

Competencies:

  • Decision Making:Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.

  • Problem Solving:Ability to address problems that are routine, somewhat repetitive and generally solved by following clear directions and procedures and by identifying opportunities for process improvements.

  • Independence of Action:Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.

  • Written Communications:Ability to communicate clearly and effectively in written English with internal and external customers.

  • Oral Communications:Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.

  • Knowledge:Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.

  • Team Work:Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.

  • Customer Service:Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.

Physical Nature of the Job:

Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally

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